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AI & Automation
Workers' Use of Shadow AI Presents Compliance, Reputational RisksWorkers' Use of Shadow AI Presents Compliance, Reputational Risks

Amid the spread of AI in the workplace, a new problem is emerging: many workers will use their preferred tools -- whether or not IT has cleared the tools first.

byTerri Coles
Jul 16, 2025
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5 Min Read
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AI & Automation
Front’s Topics, Agent Put AI-Powered Automation Front and CenterFront’s Topics, Agent Put AI-Powered Automation Front and Center
byMatt Vartabedian
Jul 15, 2025
2 Min Read
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AI & Automation
No Jitter Roll: Zoom Releases New AI Companion Capabilities and Add-on AvailabilityNo Jitter Roll: Zoom Releases New AI Companion Capabilities and Add-on Availability
byHannah Warfel
Jul 11, 2025
5 Min Read
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AI & Automation
How Model Context Protocol Boosts AI Agent WorkflowsHow Model Context Protocol Boosts AI Agent Workflows
byMatt Vartabedian
Jul 8, 2025
3 Min Read
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Contact Centers
New Five9 CX Report Highlights Multifaceted AI UsesNew Five9 CX Report Highlights Multifaceted AI Uses
byBlair Pleasant
Jul 7, 2025
4 Min Read
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AI & Automation
The Agent2Agent Protocol: What It Does for AI OrchestrationThe Agent2Agent Protocol: What It Does for AI Orchestration
byMatt Vartabedian
Jul 2, 2025
3 Min Read
AI & Automation
Beyond the Bot: NiCE Redefines Enterprise AI with Launch of Mpower Agents
Beyond the Bot: NiCE Redefines Enterprise AI with Launch of Mpower Agents
Jun 30, 2025
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2 Min Read
byMila D'Antonio
Contact Centers
NiCE Debuts New CEO, Products and Celebrity Brand Campaign
NiCE Debuts New CEO, Products and Celebrity Brand Campaign
Jun 30, 2025
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5 Min Read
bySheila McGee-Smith
Contact Centers
No Jitter Roll: AVOXI, Talkdesk and 8x8 Launch Products for the Contact Center
No Jitter Roll: AVOXI, Talkdesk and 8x8 Launch Products for the Contact Center
Jun 27, 2025
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4 Min Read
byMatt Vartabedian, Senior Editor
Contact Centers
Genesys Cloud AI Studio Builds a Foundation for Agentic AI
Genesys Cloud AI Studio Builds a Foundation for Agentic AI
Jun 25, 2025
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7 Min Read
bySheila McGee-Smith
AI & Automation
Salesforce Launches Agentforce 3
Salesforce Launches Agentforce 3
Jun 23, 2025
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3 Min Read
byMatt Vartabedian, Senior Editor
AI & Automation
No Jitter Roll: NiCE Launches CXone Mpower AI Agents
No Jitter Roll: NiCE Launches CXone Mpower AI Agents
Jun 20, 2025
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4 Min Read
byHannah Warfel, Associate Editor
Digital Workplace
Workers Skeptical of AI, Seek Fewer Apps and Value Human-Centric Skills Most
Workers Skeptical of AI, Seek Fewer Apps and Value Human-Centric Skills Most
Jun 20, 2025
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4 Min Read
byLisa Schmeiser, Editor-in-Chief
Contact Centers
End Users Prefer People to AI Agents – Unless They’re in a Hurry
End Users Prefer People to AI Agents – Unless They’re in a Hurry
Jun 17, 2025
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2 Min Read
byMatt Vartabedian, Senior Editor
AI & Automation
Infobip Debuts AI Agent Platform
Infobip Debuts AI Agent Platform
Jun 16, 2025
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3 Min Read
byMatt Vartabedian, Senior Editor
AI & Automation
No Jitter Roll: Five9, Calabrio, and RingCentral Make Announcements at CCW
No Jitter Roll: Five9, Calabrio, and RingCentral Make Announcements at CCW
Jun 13, 2025
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5 Min Read
byHannah Warfel, Associate Editor
AI & Automation
SAP Revamps Prompt Engineering
SAP Revamps Prompt Engineering
Jun 13, 2025
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5 Min Read
byLiz Miller
AI & Automation
AI Agents Are All the Buzz at CCW and Cisco Live
AI Agents Are All the Buzz at CCW and Cisco Live
Jun 12, 2025
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7 Min Read
bySheila McGee-Smith
Contact Centers
Talkdesk Launches Multi-Agent Platform for the Contact Center
Talkdesk Launches Multi-Agent Platform for the Contact Center
Jun 11, 2025
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3 Min Read
byMatt Vartabedian, Senior Editor
AI & Automation
Do Consumers Really Want, or Value, AI for Customer Service?
Do Consumers Really Want, or Value, AI for Customer Service?
Jun 11, 2025
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3 Min Read
byBeth Schultz
Customer Experience
Amdocs Studio Report Highlights Ongoing CX Disconnect
Amdocs Studio Report Highlights Ongoing CX Disconnect
Jun 10, 2025
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2 Min Read
byMatt Vartabedian, Senior Editor
Sponsored Content
Banking Is Transforming Digitally—and CX is the Driving Force
Banking Is Transforming Digitally—and CX is the Driving Force
Jun 10, 2025
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3 Min Read
byMatt McKernan, SVP, Americas, Content Guru
AI & Automation
No Jitter Roll: Salesforce Integrates Slack into its CRM
No Jitter Roll: Salesforce Integrates Slack into its CRM
Jun 6, 2025
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5 Min Read
byHannah Warfel, Associate Editor
AI & Automation
How AI Could Reshape the Path to Professional Mastery
How AI Could Reshape the Path to Professional Mastery
Jun 5, 2025
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3 Min Read
byLisa Schmeiser, Editor-in-Chief
Contact Centers
The Customer Journey Doesn't Always Require the Human Touch
The Customer Journey Doesn't Always Require the Human Touch
Jun 4, 2025
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4 Min Read
byRobin Gareiss
AI & Automation
Workday’s New HR and Finance AI Agents Aim at Workflow Automation
Workday’s New HR and Finance AI Agents Aim at Workflow Automation
Jun 3, 2025
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2 Min Read
byHannah Warfel, Associate Editor
cx-profit-alerts
Sponsored Content
Flexibility Is the Key to Maximizing Your AI Investment
Flexibility Is the Key to Maximizing Your AI Investment
Jun 2, 2025
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3 Min Read
byMatt McKernan, SVP, Americas, Content Guru
AI & Automation
No Jitter Roll: Wildix Launches Embedded Agentic AI for UCaaS
No Jitter Roll: Wildix Launches Embedded Agentic AI for UCaaS
May 30, 2025
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4 Min Read
byHannah Warfel, Associate Editor
Digital Workplace
CIOs and the AI Productivity Gamble: Are IT Leaders Betting on the Wrong Metrics?
CIOs and the AI Productivity Gamble: Are IT Leaders Betting on the Wrong Metrics?
May 28, 2025
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4 Min Read
byNathan Eddy
AI & Automation
No Jitter Roll: NVIDIA Announced AI Factory Updates and Multiple Partnerships
No Jitter Roll: NVIDIA Announced AI Factory Updates and Multiple Partnerships
May 22, 2025
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4 Min Read
byHannah Warfel, Associate Editor
AI & Automation
AI Tools Demonstrate Hidden Risks of Imperfect Outputs
AI Tools Demonstrate Hidden Risks of Imperfect Outputs
May 22, 2025
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5 Min Read
byMartha Buyer
AI & Automation
Training: The Missing Key to Successful AI Adoption
Training: The Missing Key to Successful AI Adoption
May 19, 2025
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5 Min Read
byMatt Vartabedian, Senior Editor
AI & Automation
No Jitter Roll: Twilio, Zoho, Forethought, and Dialpad Make CX Platform Announcements
No Jitter Roll: Twilio, Zoho, Forethought, and Dialpad Make CX Platform Announcements
May 16, 2025
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5 Min Read
byHannah Warfel, Associate Editor
Digital Workplace
Salesforce Research Highlights HR Role in Digital Labor
Salesforce Research Highlights HR Role in Digital Labor
May 14, 2025
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4 Min Read
byMatt Vartabedian, Senior Editor
Digital Workplace
Will the Chief AI Officer Define Workplace Productivity?
Will the Chief AI Officer Define Workplace Productivity?
May 13, 2025
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5 Min Read
byNathan Eddy

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How Air Canada Tapped Amazon Connect to Modernize Its Contact Center Operations
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