AI agents can't make strategic recommendations from dashboards alone.

The Summer '26 release pushes Sprinklr's CXM platform from listening to autonomous action across service and marketing.

Quantum Metric's agentic analytics platform hit general availability with mobile crash diagnostics and an Adobe Experience Platform connector.

A three-step playbook — core signals, defined triggers, tech governance — replaces reactive metrics with predictive ones.

A widening generational gap between Gen Z agents and older customers is quietly dragging down First Contact Resolution.

The AI-powered workforce engagement platform now integrates natively with Cisco's cloud contact center to unify oversight of human and AI agents.

Fresh capital and a Meta veteran signal Rime's push to challenge ElevenLabs in enterprise voice infrastructure.

In an exclusive interview, Sid Banerjee tells CMSWire where the company's recapitalization money is really headed, from services hires to agentic AI.

Dealer customers hit broken pricing and stalled orders after launch — and it's rarely a CX design flaw. Here's what's actually failing.

The new Review Routing Agent automates where customer reviews land, targeting AI search visibility for multi-location service brands.

Sierra partnered with SoftBank — the AI conglomerate whose CEO just said the industry needs $5 trillion a year.

Three of five new hires sit inside sales, as CEO Jason Maynard reshapes the company's leadership bench, including a poach of a former Medallia VP and GM.

Salesforce's Fin deal is a reminder: AI agents expose whatever knowledge system sits beneath them, good or bad.

Only 40% of martech leaders say they're AI-ready. A 10-principle maturity model could help close the gap.

Starbucks Korea's 'Tank Day' collided with a national tragedy. See the workflow fix that catches cultural risk before campaigns go live.

A CX operating system isn't a platform you buy — it's how modern enterprises coordinate data, AI and people to execute consistent customer experience.

CX workflows should save your customers time and effort, not leave them frustrated.

Caterpillar, Hilti and Kaeser escaped the utilization trap. Most industrial and professional services firms are still stuck in it.

The Paris-based voice AI startup extended its seed round seven months after launch and will open a San Francisco Bay Area office.

Total automation burned customer trust. Three moves — human escalation, proof of performance, and EX repair — can win it back.

Your content library was built for human readers. Conversational AI needs something else entirely — and most enterprises haven't started rebuilding it.

Agents have customer profiles and AI summaries — but still can't verify what's true now. Here's how to close that gap.

Gartner's latest Magic Quadrant shows IBM and SoundHound AI making the biggest gains as M&A, governance and integration reshape conversational AI market.

FIFA's gamble offers a real-world case study in balancing market expansion against experience quality, with lessons brands can apply directly.

Bud and Orchids users must migrate projects before the July 18 platform shutdown.