SPOTLIGHT: Resilient CX: How to Get to Always-On
Your AI Agents Are Ready. Your Enterprise Probably Isn't
Kyndryl's Agentic Service Management framework targets the governance gap stopping enterprise AI from scaling beyond pilots.
Rhys Fisher · 11 May 2026
Roundtable: Your Contact Center Could Be One Outage Away from Disaster – And You Probably Don't Know It
Three CX leaders get honest about why uptime metrics are masking the real resilience problem — and why deploying AI can make it worse.
Rhys Fisher · 6 May 2026
The Identity Backbone of Always‑On CX: Why CRM and CDPs Are the Real Resilience Layer
Identity is emerging as the weakest link in always‑on CX. Learn how CRM and CDPs must evolve to support resilient customer experiences.
Nicole Willing · 30 Apr 2026
Why the Network Layer Is Now a CX Problem
AI voice agents are exposing latency gaps that legacy SIP systems can't handle. With the UK PSTN shutdown looming, CX teams must act now
Rhys Fisher · 27 Apr 2026
Why Always-On CX Resilience Starts With Security
Cyber attacks are increasingly disrupting always-on customer experience, exposing gaps in resilience and trust across channels.
Nicole Willing · 24 Apr 2026
McDermott Says ServiceNow “Converts Chaos to Control” With Context-Driven Enterprise AI
ServiceNow reports AI-driven growth in Q1 as context, governance, and workflow scale boost enterprise adoption and revenue.
Francesca Roche · 23 Apr 2026
Avaya's 200-Seat Rule Accelerated the Migration Race. Who's Ahead?
Avaya and Mitel customers are shopping around. Genesys, Cisco, NICE, RingCentral, and 8x8 are competing for the same displaced customer base
Rhys Fisher · 15 Apr 2026
Waiting for a Human: The Six Minute Gap in Service Connectivity
Explore how fragmented systems and automation delays are driving customer frustration and increasing time to human support.
Francesca Roche · 14 Apr 2026
Always On, Still Losing Revenue: The Board Slide That Links Degraded CX to Churn
Always-on service isn’t just CX - it’s a commercial decision. Ross Telfer explains how service failures drives churn and hidden revenue loss.
Rob Wilkinson · 10 Apr 2026
The FCC Just Made Offshore Call Centers a Boardroom Problem
The FCC's proposed offshore call center rules connect data security, customer experience, and national security in one sweeping proposal.
Rhys Fisher · 9 Apr 2026
Microsoft WorkLab data shows Achievers expect to scale 2.5 times faster
AI agent readiness is splitting enterprises into Achievers and Discoverers. New Microsoft WorkLab research reveals what drives scale, speed, and trust.
Rob Wilkinson · 7 Apr 2026
Delta’s Amazon Leo Deal Signals Shift Toward Always-On Airline CX
Delta signs with Amazon Leo to deliver always-on connectivity, real-time personalization, and seamless customer experiences across flights.
Nicole Willing · 1 Apr 2026
What the Latest Service Management Research & Reports Reveal About CX Reliability
Explore the latest CX infrastructure research on outages, incident management, observability, and what analysts say about CX operations.
Sean Nolan · 30 Mar 2026
How To Prove the ROI of Your Service Management & Observability Platforms
Learn how to prove ITSM ROI and observability business value with baseline metrics, vendor evaluation tests, and executive-ready ROI framing.
Sean Nolan · 30 Mar 2026
How to Improve Contact Center Reliability: The Essential CX Service Management, Observability, and Connectivity Guide
Learn how CX operations teams use service management, observability, and connectivity to keep contact centers reliable.
Sean Nolan · 29 Mar 2026
What Are The Trends Making Enterprises Rethink Service Management For CX In 2026
Explore 5 service management CX trends for 2026, including CX observability, CX infrastructure monitoring, AI automation, and reliability.
Sean Nolan · 29 Mar 2026
ServiceNow and Cohesity Partner to Deliver Real-Time Recovery for Enterprise AI Agents
ServiceNow integrates Cohesity data recovery to help enterprises manage and restore AI agent operations safely.
Francesca Roche · 11 Mar 2026
Oracle's TikTok Outages Expose the Hidden Risk in Your CX Platform
An Oracle cloud outage knocked TikTok offline for 10 hours. What CX leaders should learn about cloud resilience and protecting CX.
Rhys Fisher · 5 Mar 2026
Google Cloud and Nokia Simplify Mobile Network Access for Developers
Google Cloud integrates Nokia’s Network as Code to simplify developer access, automate network tasks, and enhance telecommunication CX.
Francesca Roche · 3 Mar 2026
Salesforce Launches Agentforce for Communications to Target Telecom Efficiency and Customer Retention
Salesforce unveils telecom-focused Agentforce AI agents to automate operations, reduce churn, and improve customer retention and efficiency.
Francesca Roche · 2 Mar 2026
Anthropic and Infosys Launch Enterprise AI for Regulated Telecom Operations
Anthropic and Infosys deliver enterprise AI for regulated industries, combining automation, governance, and policy aware workflows.
Francesca Roche · 17 Feb 2026
Virgin Media O2’s £2BN Netomnia Deal Takes Aim at BT’s Broadband Lead
Telefónica and Liberty Global plan to acquire altnet for £2BN, expanding network, customer base, and competitiveness against BT Openreach.
Francesca Roche · 3 Feb 2026