From Customer Service to Customer Operations
CCaaS must evolve from customer service to customer operations, powered by agent-ready executable playbooks.
Recent Posts
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Zoho’s Quiet Bet on Business Intelligence at the Point of Action
At ZohoDay 26, Lead Analyst Ian Jacobs asks Zoho’s Sailas Sundaram two questions about how the company is adding AI to its BI stack and ways they’re rethinking what analytics are for.
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Dashboards Are Easy, Doing Something Is Hard. Medallia Gets It.
At Medallia Experience, the message was action, modernizing the stack, and making execution accountable, not just AI smarter.
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What Genesys’s Large Action Models Mean for the CX Control Plane
The Genesys announcement is a bellwether of dynamic changes occurring in contact center software and why CX leaders need to optimize for resolved AI outcomes.
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Model-Proofing Your Agentic Investment
New foundation models keep coming. Learn which parts of your agentic workflows will last and which you’ll need to rebuild.
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Will Agent Swarms Replace Flow Graphs?
Kimi K2.5 Agent Swarms challenge CXA flow graphs, shifting enterprise AI strategy from workflow design to action space governance.
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NiCE Cognigy Introduces Simulator for Systematic AI Agent Evaluation
NiCE Cognigy’s Simulator enables enterprises to test AI agents at scale with synthetic conversations and mock API responses.
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Google’s Universal Commerce Protocol and the Race to Wire Agentic Shopping
Agentic shopping has arrived — and two of the most powerful technology companies on earth are racing to define how it works.
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2026 Buying Guidance for CCaaS and the CXO Control Plane
As AI agents reshape CX, leaders should focus less on basic CCaaS plumbing and more on owning the CXO control plane that governs orchestration, data, and outcomes.
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2025 Year in Review on the Rise of Agentic Customer Experience
Customer experience trends in 2025 shifted from chatbots to agentic AI, orchestration, and measurable outcomes.