NPS and CSAT don't move CFOs. Learn which four financial metrics actually prove CX drives revenue and cost efficiency.

Confidence, relief, trust — that's where CX strategy should start. Not the CRM, not the copilot, not the workflow.

AI virtual agents can now resolve issues end-to-end in the contact center — not just deflect them. Here's what resolution-first AI can mean for CX leaders.

Deflection rewards hiding the ownership gap. Time to Effective Escalation and Outcome Certainty expose it instead.

AI removed the constraints that made mass campaigns necessary. Here's what should replace them.

A jury found Meta and YouTube negligent for addictive design. Here's how brands advertising there inherit legal and reputational exposure.

68% of CIOs plan vendor consolidation in 2026, and it's not mainly about cost.

As BofA merges client and employee AI, CX leaders get a blueprint for scaling AI as infrastructure.

Moonshot paused new subscriptions for its 2.8-trillion-parameter model outstripped GPU capacity, sparking fresh arguments over open-weight AI's performance.

The update also includes nearly two dozen fixes, though Google's CCaaS platform remains absent from Gartner and Forrester's latest market evaluations.

Presence pairs OpenAI models with policies and guardrails for customer service. Is it a CCaaS platform, or something else?

Google built a spam detector that judges site networks, not single pages. Sites heavy in AI content are already losing traffic.

McKinsey says 88% of orgs use AI. Gallup says most employees still lack a clear plan. Here's how CX leaders close the gap.

Transaction and click data show what happened, not the reasoning behind it. Here's the fix CX teams are missing.

Salesforce, NiCE, and Genesys are all racking up billion-dollar government wins — but increasingly for two different jobs.

The deal pairs Sierra's enterprise reach with Takeoff's long-horizon agent runtime under a new joint platform aimed at outcome-based AI.

The multi-year agreement makes the decade-long partnership fully bi-directional, pairing UCaaS and CCaaS under one AI-powered umbrella.

New public beta gives go-to-market teams a single console to build, monitor and coordinate AI agents across sales, marketing and service.

AI is becoming the go-to reason for support team layoffs. But Gartner says half may regret it.

How marketers can build structured, AI-ready content operations that keep brands visible, consistent and relevant.

Compliance and CX aren't opposed — but clumsy execution can make it feel that way. Here's how to fix it.

Naming the source of your service volume is easy. Getting another department to act on it is hard.

Checkout success and payment authorization don't confirm a valid order exists. Here's the three-metric model to measure what conversion misses.

Platforms like Meta and Google now pick your audience and write your ads. Seven ways marketers can push back.

Cutting martech licenses won't fix broken workflows or ungoverned AI agents. Here's what StackAI, Semrush and D-ID say actually works.