Glance releases its 2026 CX Trends Report, revealing how last year’s rush toward AI reshaped — and often damaged — customer service experiences Survey of more than 600 U.S. consumers shows frustration ...

Several forces contribute to this cycle of AI hype and disappointment. 1. Marketing pressure: Calling a product AI-powered ...

The real opportunity of AI is not in automating every task, but in using it to make sense of the data you already have.

The year 2026 is poised to mark a turning point for AI agents in the enterprise. After several years of hype and ...

Alongside a buffet of trends, terms, and ‘brain rot’ content, 2025 saw social media platforms grappling with age-restriction ...

Today's AI agents are a primitive approximation of what agents are meant to be. True agentic AI requires serious advances in reinforcement learning and complex memory.

In 2025, 47.9% of companies used the contact center platform as the primary interface for agents, and 43.2% used the CRM ...

The first summary of consolidation in 2025 is that moves were made to bolster managed services offerings. A close secondary ...

Chatbots and fraud prevention applications are becoming more common, but banks are still doing the essential data work needed so AI can do the more ambitious work around investment recommendations.

"at-above-post addthis_tool" data-url=" a whirlwind 2025, the retail industry looks towards 2026. In the second of a two-part ...

Vendors from across the industry have rushed to take advantage of the opportunity. The likes of Gluware, Arista, Google Cloud ...

For all the advances in chat, email and bots, people turn to voice when it really matters, whether frustrated, confused or in ...