Amazon’s move to block Meta’s Muse shows how quickly personal AI agents are running into retail’s walled gardens.
Articles
Salesforce’s Agentic Enterprise: A Coherent Architecture, an Unfinished Operating Model
Dreamforce 2026 showed a fast-maturing Agentforce whose reach in CX will depend on coordination, CCaaS, and workforce design.
When CX Software Configures Itself
Typewise and NiCE Cognigy show how implementation expertise is becoming a software feature, potentially changing what “no-code” really means.
AI Platform Selection for CX Is Now an Architecture Decision
AI platforms get chosen on their best day and judged on their worst. Opus Research lays out the five durability dimensions CX leaders should pressure-test, with healthcare as the hardest proving ground.
Agent Sprawl Is a Success Problem That Needs an Operating Model
As AI agents spread across channels and business units, Opus Research explores how brands can govern them as a distributed workforce.
When AI Inference Becomes a Market
Stripe’s acquisition of OpenRouter signals that AI inference is becoming its own marketplace. What does that mean for CCaaS vendors and their growing role as inference brokers?
Are Smarter AI Models Leaving Your Agentic Workflows Behind?
Anthropic’s Opus 5 shows that more capable models may require a new approach to context engineering, with important implications for CX agentic workflows built around older model behaviors.
AI Economics Get Awkward in the Contact Center
Despite the hype, AI agents aren’t always cheaper than humans. This means brands may need to rethink their agentic approach.
Beyond the Bot: Verint’s Architecture for Scalable Agentic CX
The release of Agent Factory and Desktop Intelligence expands Verint’s automation portfolio and emphasizes an outcome-oriented go-to-market approach.
The AI AGENT Act Assumes One Future for AI Agents. What If We Get Another?
Warner’s draft AI agent legislation addresses real challenges around trust and platform access, but bets on one narrow vision of how the agent market will evolve.