The week, wrapped.

Microsoft Ignite 2026: 7 Questions for CX Leaders — Rob Scott previews Microsoft Ignite 2026, where Microsoft must show how Dynamics 365 Contact Center, Contact Center Intelligence, voice agents, Agent 365, MCP, and consumption pricing fit together. The key question: can the strategy simplify enterprise CX, or add another layer of complexity?

Cyber Threats Spread Across Customer Data and Critical Infrastructure — A series of cyber incidents has exposed risks across customer-facing applications, financial services and critical infrastructure. From compromised business systems and a major crypto theft to attacks on refrigeration networks, the consequences reach beyond IT security to customer trust.

Why Contact Center AI Now Needs an Evidence Layer — New research from IPI and Talkdesk, alongside a subtle AWS workflow update, points to a practical contact center issue: automation is moving faster than the evidence layer, handoff model, and operational controls many enterprises need to prove outcomes.

Can Salesforce Win the AI Front Door Inside Teams? — Salesforce says Agentforce Coworker usage has grown 21x in three months, with new access through Microsoft Teams and a $50 per user pricing option. Analysts Zeus Kerravala and Liz Miller see a pragmatic, predictable play, but customer impact remains unproven.

CX Awards 2026 Winners Announced: See The Full List — The CX Awards 2026 winners are here. Judged blind by 25 enterprise leaders and analysts across 21 categories, this year's winners are the platforms, teams and leaders that proved real-world ROI and turned customer experience ambition into measurable business impact