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Customer Experience News, Research and Education

News
Article
Customer Experience
Microsoft Launches Real-Time Voice Agents, New Agentic Features Across Dynamics 365 CX Portfolio
Microsoft expanded agentic AI across Copilot Studio and Dynamics 365, adding real-time voice and autonomous agents for service and sales teams.
Learning Opportunities
Webinar
Puppet Show
May
12
How Marketing Teams Can Take Control of the Web Experience
See how Veo and Kvalifik put marketing in the driver's seat, shipping faster and growing qualified bookings by 150%.
Register
Webinar
Two chairs, two audiences
May
14
Two Audiences, One WordPress. Is Yours Ready?
The practical steps to making your WordPress portfolio ready for both human visitors and AI agents.
Register
Webinar
Roadmap
May
19
From Content Sprawl to Competitive Advantage: A Knowledge Operations Roadmap
How automation, AI and a centralized content platform turn knowledge fragmentation into a scalable competitive advantage.
Register
Webinar
Darts
May
20
From AI Investment to CX Results: What Enterprise Leaders Need to Know
Move beyond experiments. See how top enterprises scale AI for CX results.
Register
Webinar
Highway to AI
On demand
Where Contact Center AI Is Actually Headed
A straight read on where the contact center platform market is going and what it means for your next technology decision.
Watch Now
Webinar
AI for Your DXP: Connect What You Have, Transform How You Work
On demand
AI for Your DXP: Connect What You Have, Transform How You Work
Most AI strategies stop at the platform—but work happens elsewhere. Bring intelligence into Teams, email, tickets and CRM.
Watch Now
Webinar
Puppet Show
May
12
How Marketing Teams Can Take Control of the Web Experience
See how Veo and Kvalifik put marketing in the driver's seat, shipping faster and growing qualified bookings by 150%.
Register
Webinar
Two chairs, two audiences
May
14
Two Audiences, One WordPress. Is Yours Ready?
The practical steps to making your WordPress portfolio ready for both human visitors and AI agents.
Register
Webinar
Roadmap
May
19
From Content Sprawl to Competitive Advantage: A Knowledge Operations Roadmap
How automation, AI and a centralized content platform turn knowledge fragmentation into a scalable competitive advantage.
Register

Featured Research Report

Business Leaders CX Report: What’s Working and What’s Not in AI-Driven CX
Insights from 400+ leaders on how AI is reshaping CX and where execution is falling short
You invested in AI, expanded channels and scaled self-service. Customers are still waiting, repeating themselves and dropping off. Something isn’t lining up.
Business Leaders CX Report: What’s Working and What’s Not in AI-Driven CX
Featured Research
Featured research
Research Report
Business Leaders CX Report: What’s Working and What’s Not in AI-Driven CX
Insights from 400+ leaders on how AI is reshaping CX and where execution is falling short
Featured research
eBook
Build for What's Next: Your AI Blueprint for Contact Center Readiness
When 91% of CX leaders face pressure to deploy AI, the smartest first move is knowing exactly where to start
Featured research
Research Report
Mind The Agentic Action Gap: Stop Losing Money With AI Agents
Only 15% achieve real AI ROI — is your enterprise closing the action gap?
Featured research
Research Report
What Will Humans In The Loop Do?
A primer for the future of humans in the loop working with AI agents.
Featured research
White Paper
How Enterprise Legal Teams Are Rethinking How Matters Get Managed
A guide for legal leaders who need a better way to track matters, coordinate work and keep legal operations running smoothly.
Featured research
On-Demand Webinar
Do More with Less: Modernizing the Cloud Contact Center
Long hold times, channel silos and fragile legacy systems are frustrating your customers. Learn how top companies are modernizing their contact centers without a big-bang overhaul.
Featured research
Case Study
Why So Many Digital Modernization Efforts Stall
What organizations discovered after stepping back, simplifying their platforms and fixing the foundations behind their content and digital systems
Featured research
Research Report
The 2026 State of CX Outsourcing
How CX leaders are rethinking their outsourcing partnerships
Featured research
Guide
Unlocking Success with GenAI: A Comprehensive Guide
A practical framework for adopting generative AI – helping enterprise leaders prioritize use cases, execute pilots and scale responsibly.
Featured research
Guide
How to Scale Conversational AI Without Losing Control
A practical guide to moving past AI pilots without breaking trust, compliance or CX
Featured research
Research Report
Power Personalized CX with AI That Remembers What Customers Don’t Want to Repeat
Why AI memory is the missing foundation behind proactive, consistent CX and how leading brands are using it today.
Featured research
Research Report
Your Reputation Is On the (Phone) Line
Why your calls aren’t getting answered and how to fix it before it hits your KPIs

Top Articles

News
Article
Customer Experience
Adobe Doubles Down on Agentic AI — But the Hard Work May Be the Operating Model
Editorial
Article
Customer Experience
Stop Celebrating NPS — Start Fixing the Experience
Feature
Article
Contact Center
Salesforce Agentforce Contact Center Review: Strengths, Gaps and How It Compares to Rivals
News
Article
Digital Experience
Conductor Launches AgentStack for Answer Engine Optimization
Editorial
Article
Customer Experience
Why NPS Became Customer Experience's Favorite Punching Bag
Editorial
Article
Customer Experience
Why Is Starbucks so Successful Despite Its Mediocre Coffee?
News
Article
Customer Experience
Adobe Doubles Down on Agentic AI — But the Hard Work May Be the Operating Model
Editorial
Article
Customer Experience
Stop Celebrating NPS — Start Fixing the Experience
Feature
Article
Contact Center
Salesforce Agentforce Contact Center Review: Strengths, Gaps and How It Compares to Rivals
News
Article
Digital Experience
Conductor Launches AgentStack for Answer Engine Optimization
Editorial
Article
Customer Experience
Why NPS Became Customer Experience's Favorite Punching Bag
Editorial
Article
Customer Experience
Why Is Starbucks so Successful Despite Its Mediocre Coffee?

More Reading

Editorial
Article
Customer Experience
The Chief Experience Officer Isn’t a Vanity Title. It’s a Leadership Test.
News
Article
Contact Center
ASAPP Adds 5 AI Agents to Customer Experience Platform
Editorial
Article
Ecommerce
CX Leaders Need a New North Star Beyond Conversion Rate
Editorial
Article
Customer Experience
Culture Doesn’t Raise NPS. Operational Discipline Does.
Editorial
Article
Customer Experience
Real-Time CX Is a Lie If Your Systems Aren't Aligned
Editorial
Article
Digital Marketing
Agile and Non-Agile Marketing Teams Are Stuck on 2 Different AI Problems
News
Article
Customer Experience
PolyAI Launches Agent Development Kit to Put Enterprise CX Development Back in Developers' Hands
News
Article
Contact Center
Amazon Acquires NLX to Accelerate No-Code AI Deployment in Connect

More Reading

Editorial
Article
Customer Experience
The Chief Experience Officer Isn’t a Vanity Title. It’s a Leadership Test.
News
Article
Contact Center
ASAPP Adds 5 AI Agents to Customer Experience Platform
Editorial
Article
Ecommerce
CX Leaders Need a New North Star Beyond Conversion Rate
Editorial
Article
Customer Experience
Culture Doesn’t Raise NPS. Operational Discipline Does.
Editorial
Article
Customer Experience
Real-Time CX Is a Lie If Your Systems Aren't Aligned
Editorial
Article
Digital Marketing
Agile and Non-Agile Marketing Teams Are Stuck on 2 Different AI Problems
News
Article
Customer Experience
PolyAI Launches Agent Development Kit to Put Enterprise CX Development Back in Developers' Hands
News
Article
Contact Center
Amazon Acquires NLX to Accelerate No-Code AI Deployment in Connect

More Reading

Editorial
Article
Customer Experience
The Chief Experience Officer Isn’t a Vanity Title. It’s a Leadership Test.
News
Article
Contact Center
ASAPP Adds 5 AI Agents to Customer Experience Platform
Editorial
Article
Ecommerce
CX Leaders Need a New North Star Beyond Conversion Rate
Editorial
Article
Customer Experience
Culture Doesn’t Raise NPS. Operational Discipline Does.
Editorial
Article
Customer Experience
Real-Time CX Is a Lie If Your Systems Aren't Aligned
Editorial
Article
Digital Marketing
Agile and Non-Agile Marketing Teams Are Stuck on 2 Different AI Problems
News
Article
Customer Experience
PolyAI Launches Agent Development Kit to Put Enterprise CX Development Back in Developers' Hands
News
Article
Contact Center
Amazon Acquires NLX to Accelerate No-Code AI Deployment in Connect