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

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.

Agent empowerment isn't a soft metric. It's the difference between a satisfied customer and a loyal advocate — and it starts with autonomy, not scripts.

The organizations generating the greatest value from AI aren't deploying more tools. They're building the governance foundations that allow AI to scale.

The contact center vendor beat guidance on revenue and EPS, closed its largest Google Marketplace deal to date.

Shares jumped 30% the morning after Q2 earnings. Here's what Twilio's AI-native customers are actually buying, and why they keep buying more.

As brands scale personalized outreach across more channels and agents, conflicting campaigns are increasingly hitting the same customer at once.

CarMax deployed Sierra's voice AI for inbound sales calls in May — and it's landing amid a wave of similar enterprise wins across the category.

In-store pickup, dealer commerce and conversational AI share one architectural gap: no governed layer between system proposals and valid execution.

Voice-first AI vendor plans U.S. expansion as agentic contact center platforms move from pilot to enterprise production.