The Real Reason Your Contact Center AI Isn’t Delivering ROI
There is no shortage of AI vendors promising accuracy, efficiency, and transformative results. Walk any contact center conference…
How to Win Buy-In for Agentic AI Investments Across the Enterprise
As AI agents become more capable, many enterprises are discovering that automating customer interactions is no longer a decision…
The agentic AI era has arrived! AI Agents and their Role in CX
The agentic AI era has arrived, and customer experience is leading the charge. But what does that…
Cyara Targets AI Agent Reliability With New Governance Tools
Cyara has announced new agentic testing and AI governance capabilities to ensure AI agents deliver consistent and reliable…
Salesforce, Vonage, ServiceNow, Oracle & Genesys
From another Salesforce AI invention to an expanded Vonage and ServiceNow partnership, here are extracts from some of…
Record ARR as AI Adoption Climbs
Genesys has announced what it’s calling a record fourth quarter, posting strong growth across its cloud platform and…
Oracle Fusion Agentic Applications: Enterprise AI Beyond Copilots
Oracle has introduced Fusion Agentic Applications, a new set of AI-powered applications embedded in Oracle Fusion Cloud Applications.…
The Control Layer Separating CX Leaders
It’s hard to find a CX leader who needs to be convinced to use AI right now. 88%…
Beyond Chatbots: Why “Agentic AI” Software is the US Stock Market’s Next Tech Frontier
The “AI Honeymoon” is over. For most of 2024 and 2025, the US stock market rewarded any company…
Closed-Loop Resolution, MOS > 4.5
Huawei has announced a major upgrade to its AI Contact Center voice virtual agents, and the headline claim…
G2 Agentic AI Rankings Show CX Leading Early Adoption
G2’s Best Software Awards were released this month, and its new Best Agentic AI Software Products for 2026…
Agentic AI Security Risks: Legal Liability, Prompt Injection
In this CX Today interview, he explains that while chatbots were like “parrots in a cage,” harmlessly mimicking…