News
KAYAK Launches Ask AI to End the Chat-to-Search Disconnect
2+ hour, 27+ min ago (773+ words) Home " Customer Engagement & Journey Orchestration The platform's CPO explains how behavioral data shaped a product that combines conversational AI with live search results Travel search giant KAYAK launched Ask AI in late April, a conversational planning tool. While this may…...
Managing Humans and AI in One Contact Center Was Theory. Salesforce Wants It Operational
3+ hour, 25+ min ago (964+ words) Home " Workforce Engagement Management Annie Weinberger explains why native WEM is about ending the swivel-chair era, reducing the integration tax, and preparing supervisors for a blended human-plus-AI workforce. Salesforce's launch of native workforce engagement management at CCW Las Vegas was…...
Why Headless Needs Humorphism, According to AWS
3+ hour, 45+ min ago (612+ words) Headless solves how agents access data, but Humorphism addresses how humans stay in control of the agents doing the work Headless architecture is reshaping enterprise software, but technical transformation alone is not enough to ensure successful AI adoption. " As organizations…...
Salesforce CMO Annie Weinberger on the Future of Workforce Engagement at CCW 2026
6+ hour, 55+ min ago (331+ words) Home " Workforce Engagement Management The WEM launch at CCW Vegas changes the architecture conversation for every contact center leader still running a fragmented stack " and the window to get ahead of it is closing fast. Three months ago at Enterprise…...
Casio's AI CX Strategy: People, Cloud, and Ring Central
1+ day, 3+ hour ago (212+ words) Home " Contact Center & Omnichannel" How empowered agents " not just AI " are driving Casio's CX revolution In this interview from CCW Vegas 2026, Mike Begala, General Manager for the Americas at Casio, shares how the company is transforming its customer service operation…...
CCW 2026: The CCW Panel That Changed How I Think About AI Powered CX. Here Is What They Said
1+ day, 3+ hour ago (215+ words) Why deflection is dead - and what comes next for agentic AI in customer experience Rob Scott sits down with Pasquale De Maio (VP, Amazon Connect Customer), Deepak Nair (SVP, AI Transformation, Citizens Bank), and Justin Robbins (Founder and Principal Analyst,…...
What Does an AI-Native Contact Center Actually Look Like? Zoom CX Made the Case at CCW 2026
23+ hour, 35+ min ago (1447+ words) While every vendor on the expo floor is selling AI-first, Zoom's CX chief says the labels are the problem and the contact centers buying into the buzzwords are already paying for it An AI-native contact center is one where AI…...
AWS Summit DC 2026: 4 Key CX Announcements
23+ hour, 23+ min ago (1084+ words) Home " Security, Privacy & Compliance From caller identity verification to a billion-dollar engineering push AWS Summit Washington, D. C. was heavy on defense contracts and classified cloud infrastructure this week, but there was plenty underneath the surface for customer experience and contact center…...
Service Now and Accenture Target Legacy Risk Modernization With AI-Powered Cybersecurity Offering
1+ day, 8+ min ago (757+ words) Home " Security, Privacy & Compliance Service Now and Accenture launch an AI cybersecurity offering to modernize legacy risk platforms and support agentic AI security operations Service Now and Accenture have introduced a joint AI-powered cybersecurity offering designed to help enterprises replace…...
Inside UJET's CX AI Evolution: Spiral, BYO-AI, and the Dawn of Agentic Orchestration
1+ day, 59+ min ago (373+ words) Home " Contact Center & Omnichannel" The AI hype cycle is officially over. If you are still planning a multi-year contact center migration to fix your customer experience, you are already behind. Here is how the smartest CX leaders are layering AI…...