Latest CX News
Stay updated with the latest in customer experience.
Charlie Mitchell
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Jul 17, 2026
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4 min read
Better Contact Center AI Drives Interaction Volumes Up, Not Down, Finds Zendesk
Ten years ago, as contact centers added live chat, messaging apps, and social channels, contact volumes spiked.The promise of palming contacts to “lower cost” channels didn’t exactly go to plan...
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Katherine Stone
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Jul 16, 2026
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3 min read
Sierra Horizon: Persistent AI Agents That Chase Long-Term Outcomes
Charlie Mitchell
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Jul 13, 2026
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6 min read
Microsoft Strikes Major CCaaS Partnerships with Two of ANZ’s Largest Banks
Charlie Mitchell
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Jul 13, 2026
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6 min read
Another AI Agent Taken Offline for Lying to a Customer, Follows Similar Incident at Facebook
Katherine Stone
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Jul 09, 2026
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3 min read
Zoom Bets on Intelligence With Standalone AI Receptionist
Charlie Mitchell
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Jul 08, 2026
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5 min read
Salesforce Adds MCP Servers to Slackbot, Strengthens Bid to Own the AI Work Interface
Charlie Mitchell
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Jul 02, 2026
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3 min read
Zoom to Acquire Common Room, Expand Into RevOps
Katherine Stone
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Jul 01, 2026
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4 min read
NiCE Announces AI Specialization Program, AWS EU Sovereign Cloud Partnership
Charlie Mitchell
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Jul 01, 2026
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7 min read
AWS Reimagines Contact Center Voice Experiences with New Agentic CX designer and Live Sync
Charlie Mitchell
·
Jun 30, 2026
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4 min read