Employee Engagement: A Big Issue That Requires A Small Approach Summary Despite decades of programmes and metrics, employee engagement is at a low ebb. Robert Logemann argues that leaders too often overcomplicate the problem. The most effective fixes are small, everyday acts: handing teams ownership, improving onboarding, and making consistent, genuine connections that build trust […]
RingCentral Acquires CommunityWFM for AI Workforce Management Summary RingCentral has acquired CommunityWFM, integrating its AI-driven workforce management (WFM) capabilities into the RingCX contact centre platform. The combined offering, now marketed as RingCentral AI Workforce Management, is available as an add-on to RingCX customers, starting at $20 per agent per month. The integration brings cloud-based scheduling, […]
Mainframe Modernization Without the Mayhem: How One Global Bank Cut Costs by 90% with Ververica Summary A top-tier global bank used Ververica’s Unified Streaming Data Platform to offload selected, high-volume workloads from an IBM mainframe to a modern, cloud-native streaming architecture. The move took around three weeks and delivered dramatic results: a 90% reduction in […]
Human-Guided AI Is the Future of Customer Experience Summary This article argues that the next phase of CX isn’t replacing people with machines but combining AI’s scale and retrieval power with human empathy and oversight. Organisations are investing heavily in AI but many CX teams lack the skills and governance to use it responsibly. Human-guided […]
Optimizely Enhances Opal With AI Agent Orchestration Tools Summary Optimizely unveiled new agentic capabilities for its Opal platform at Opticon 2025. The update introduces a library of specialised AI agents for marketing tasks, tools to build custom agents using your own data and instructions, and a no-code drag-and-drop workflow orchestrator that sequences agents into multi-step […]
Contentstack Agent OS: AI-Powered CMS for Context-Driven Digital Experiences Summary Contentstack has launched Agent OS, an AI-driven headless CMS focused on context rather than static content. The platform promises real-time, one-to-one personalisation by combining customer history, preferences and live context to adapt brand interactions on the fly. Key components include Brand Context Access, a Polaris […]
Redefining Progress: What CX Leaders Can Learn From Analog Reinvention Summary This editorial argues that true progress in customer experience (CX) isn’t always about speed, novelty or infinite choice. Instead, the author highlights a resurgence of ‘analog’ qualities — tangibility, stability, permanence and shared attention — using examples such as LPs, wired headphones, landlines, linear […]
ACMA to free up more 6 GHz band for Wi‑Fi – CyberShack Summary The Australian Communications and Media Authority (ACMA) has announced it will extend the 6 GHz Wi‑Fi allocation from 6425 MHz up to 6585 MHz (covering 5925–6585 MHz for RLAN use). That opens space for wider channel allocations such as 2 x 320 […]
‘Every region except China’: Ex-VALORANT coach Sliggy rejected multiple VCT offers in favour of streaming Summary Connor ‘Sliggy’ Blomfield, formerly Team Liquid’s VALORANT coach, stepped away from pro coaching in 2022 and ultimately chose to become a full-time content creator and co-streamer rather than return to the bench. Despite receiving four formal coaching offers and […]
Only 11 out of 102 drafted heroes remain unbeaten in TI 2025’s group stage Summary The group stage of The International 2025 has finished, with 102 different heroes drafted across 108 matches. Despite a broadly diverse meta, only 11 heroes finished the group stage without a loss. Troll Warlord stands out as the most significant […]
