Join Opus Research, SESTEK, and Zorlu Energy to learn how orchestrating AI agents, human teams, backend systems, and workflows actually resolve customer issues.
Conversational Intelligence
Beyond AI Agents: Building the CX Control Plane
Join Opus Research and Cyara (June 17th) to talk about the agentic control plane and what it takes to evaluate, govern, and continuously improve AI agents in real CX deployments.
Opus Research Report: How AI Is Reshaping CCaaS Spend
Opus Research projects core CCaaS platform spend (routing, channels, the interaction layer everyone pays for) will compress, but the mix within it shifts meaningfully as AI moves from overlay to operating layer.
Webinar: Closing the Gap Between AI Pilots – Real Impact in Healthcare
Learn what it takes to evaluate AI strategy, understand what AI looks like at the point of care, and how to scale without scaling headcount.
The Proof-of-Value Scoreboard: Measuring What Matters for BPO AI
Opus Research interviews TP, Alorica, TELUS Digital, iQor, Firstsource, and Atento to find credible proof of AI value depends a BPO’s strategy that connects breadth, rigor, and discipline.
Zoom’s Next Act Runs Through CX
Zoom is turning CX from a side dish into proof that its platform and AI ambitions are getting real.
Enterprise Connect 2026: Orchestration, Pricing, and Power Plays
Opus Research’s Ian Jacobs and Peter Headrick talk all things EC with special attention paid to AI pricing, CX orchestration, and the strategic role of data platforms.
NiCE Cognigy Nexus 2026: Agentic AI Finds Its Footing in the Enterprise
Nexus 2026 showcased NiCE Cognigy customers leveraging AI for CX and a palpable urgency to foster innovation, increase reach, and deliver value fast.
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.
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.