A footer notice isn't compliance if customers already believe they're talking to a person. Here's what the Act actually requires.

GA4 has been classifying AI assistant traffic since May. Now marketers need to figure out what those visits actually mean.

Top-rated platforms still fail without integration, clean data and clear ownership behind the rollout.

Support teams juggling ticketing, CRM and knowledge base systems are testing a different approach.

Marketing, service and product can all hit their numbers in the same quarter a customer walks away for good.

Appropriate-decision rate, escalation precision and four other metrics that matter more than uptime.

Retailers have spent decades perfecting the journey they control. AI is now redistributing discovery, decisions and service to interfaces they don't own.

New flagship model and rebuilt Agent harness aim to make enterprise agentic AI economically sustainable at production scale.

The Coatue-led round fuels expansion of Lakebase, Genie and Unity AI Gateway as enterprise agent demand speeds up.

Only 18% of brands see revenue from AI. This trust framework explains why — and what to do about it.

TTEC is bringing agentic AI and self-service tools to the IRS's massive contact center operation — can it modernize taxpayer service without disruption?

Adobe's Workfront AI Collaborators is now GA, letting teams assign work to AI agents inside the tool, with a person signing off before anything ships.

Tool count used to be the consolidation scorecard. In 2026, it's data gravity — and it's dragging CDP vendors toward a reckoning.

One customer interaction can trigger model calls, retrievals, speech processing and tool actions. CX leaders need to know what they're actually paying for.

Survey fatigue has gutted VoC data. See how passive listening and new CX roles are filling the gap.

An enterprise AI leader breaks down what happens when agents inherit fragmented systems.

Candidates size up your organization as customers first — long before HR enters the picture. CX leaders should be paying attention.

New enterprise technology research ties measurable AI returns directly to how open and modular a company's systems are.

Ai4 2026's record turnout for AI arrives just as the term itself starts disappearing from everyday language.

A framework for deciding what AI handles alone, what needs approval, and what stays fully human.

Gen Z trusts employee content over sponsored posts. Starbucks just built the first program to pay baristas directly for making it.

AI thought leadership exploded faster than successful AI deployments. Here's how to tell practitioners from theorists.

The next phase of Albertsons' AI strategy plays out in inventory systems and quality control, not the shopping interface.

What's the difference between agile and DevOps? Do they overlap, work together, or do they work against each other? We've asked the experts.

CSAT is rising but finance still says no. See what CFOs actually expect before they'll approve a CX investment.