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.

Descriptive dashboards tell you what happened. Predictive models tell you what's coming.

New Forrester data suggests your loyalty program might be sitting on data it never uses — here's what's blocking activation.

Five9 finds 96% of decision-makers say their handoffs preserve context. 83% of customers say they have to repeat themselves anyway.

An eight-figure HMRC win. Guidance beat. Falling stock. The take from NiCE's second straight quarter of good numbers, varied reaction.

IT doesn't own tech debt alone. When systems don't talk to each other, customer experience is what breaks first.

Two contact center players tapped new chief executives on back-to-back days, part of a wider wave of C-suite change sweeping the industry.

Ten targets, three continents: Yellow.ai's investor deck lays out exactly which kind of BPOs it wants to acquire and convert to AI.

The best stacks next year won't have the flashiest AI features — they'll have the cleanest data and tightest integrations.

Insulin pumps and diagnostic scanners carried far more engineering weight. Here's what that means for CX strategy now.

Journey maps show intent. These platforms show what customers actually did — and what to do next.

The alliance joins Home Depot, Bank of America and Virgin Atlantic in a 2026 trend: brands treating physical and digital as one system, not two channels.

A B2B order can pass every storefront rule and still get repriced, held or rejected downstream. Here's how to catch it first.

Seligman Ventures led the round, pushing total funding past $21M as the startup pursues sub-second enterprise voice.

AI search structure helps machines cite you. It doesn't automatically make a customer show up.

Latest data ties AI ROI to composable data architecture, not model selection or agent sophistication.

Virgin Atlantic didn't overengineer its AI Concierge. Seven contextual preferences, gathered through conversation, do the heavy lifting.

New leadership roles, a Gemini-powered voice agent and a rising satisfaction score — but sales growth still hasn't followed yet.

Paper raised $34M from Accel and ICONIQ after growing ARR 25x in a month.

A simple checklist tests whether your CX operating system has real content governance — or is just coordinating chaos faster.

The technology stack under your campaigns is about to matter more than the campaigns themselves.

The CX ROI mandate isn't a vocabulary problem. It's a fluency problem — and most training programs never taught it.

New tools bring routing, intelligence and automation beyond the contact center to every department.