News
Your Customer Data Is Most Vulnerable in the Moments You Think It's Being Used Safely
2+ day, 19+ hour ago (1781+ words) Home " Security, Privacy & Compliance The dangerous gap in your CX stack: why data in motion security can't wait Most companies still talk about protecting customer data like it sits politely in a vault. It doesn't. It's flying through support tickets,…...
CX Leaders Can't Ignore This Agentic AI Lesson From the Pocket OS Outage
2+ day, 22+ hour ago (405+ words) Alex Gallego, CEO of Redpanda Data, breaks down what an AI agent deleting a company's database reveals about governance as agents spread into CX A single outage can feel like a one-off. But a recent incident at Pocket OS where…...
Customer Journey Orchestration Is Becoming a Security System, Whether You Planned It or Not
2+ day, 23+ hour ago (1443+ words) As AI agents enter customer journeys, CX orchestration becomes an authorization layer where weak governance can quickly become fraud risk The customer journey map is taking on a new role inside the enterprise. What was static is becoming increasingly central…...
Service Now's Knowledge 26 Warning: Govern AI Agents Or Watch Them Break Things
3+ day, 17+ hour ago (1679+ words) Fed Ex, NVIDIA, Lenovo, and Vantage Towers turned Service Now's AI Control Tower pitch into a practical CX and operations story. I arrived at Service Now Knowledge 26 expecting another confident enterprise AI keynote. What I found was a more urgent…...
Vendors Race to Reinvent Cyber Defense for the Agentic AI Era
3+ day, 19+ hour ago (1217+ words) As AI models become more sophisticated, their ability to autonomously find and exploit vulnerabilities is increasing exponentially, making them a powerful weapon in the hands of cyber attackers. And with enterprises accelerating their adoption of Gen AI and autonomous agents,…...
AI Is Leaving the Contact Center - What Comes Next?
3+ day, 20+ hour ago (271+ words) AI-powered workforce engagement management is expanding beyond the contact center into back-office and field service operations....
Customer Experience Uptime: Why CX Fails at Peak Times
3+ day, 20+ hour ago (811+ words) Discover why CX systems fail at peak demand and how a customer experience uptime strategy protects service reliability when it matters most....
Customer Data Noise: Why More Data Creates Less Insight
3+ day, 20+ hour ago (772+ words) Home " CRM & Customer Data Management Customer Data Noise Is Killing CX: How to Restore Signal Quality Your dashboards become debates. Your teams lose trust. Strong data quality optimisation is the difference between useful intelligence and expensive confusion. If you want true…...
Cisco Cuts 4, 000 Jobs " But is Webex Contact Center Safe?
3+ day, 20+ hour ago (676+ words) Cisco's record quarter came with a restructuring plan that named its winners; collaboration wasn't one of them Cisco just reported its best quarterly revenue on record. On the same day, it announced plans to cut 4, 000 jobs. The company's Q3 2026 earnings results…...
Empathy for Humans, APIs for AI: Why One CX Model No Longer Works
3+ day, 21+ hour ago (1021+ words) Home " Contact Center & Omnichannel" Most contact centers are designed around the assumption that every interaction is human. That assumption is now quietly breaking everything The contact'center'industry was'established'on the design principle that good service requires an understanding of human intent, the…...