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The Blind Spot in Your $100M AI Strategy
The 2026 Enterprise Connect announcements from key players like Salesforce, Dialpad, and RingCentral made one thing clear: the plumbing for the autonomous contact center is finally here. From native CRM integrations to no-code voice agents, the technical barriers to automation have largely fallen. But for enterprise leaders, another new challenge has emerged: the AI Execution Blind Spot.
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Customer Service
From AI hype to CX reckoning
The Customer Experience reset after the AI surge
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Glance appoints Heather Nightingale as Vice President of Product
Strategic leader to accelerate AI + human-guided CX product strategy Wakefield, MA, March 11, 2026: Glance, the leader in enterprise cobrowse and guided customer experience, today announced the promotion of Heather Nightingale to Vice President of Product. Nightingale will lead product strategy and product marketing, guiding and defining Glance’s position in a fast-accelerating CX landscape.
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Stop Ho-Ho-Holding: The Future of Holiday CX Is Human-Guided AI
We’ve all been there, sitting on hold, listening to tinny holiday music, wondering if a package will arrive before the New Year. You’ve memorized the chorus of “Jingle Bell Rock,” your hot cocoa’s gone cold, and you’re starting to question every online order you’ve ever made. This year, it doesn’t have to be that way.
News
Why “CX Theater” is Killing Trust — and How AI + Humans Can Save It
Everyone talks about delivering “personalized customer experience.” Too often, though, it’s just a performance. I call it CX Theater: scripted chatbot exchanges, automated flows that feel impersonal, and gestures meant to simulate care but lacking genuine empathy. Customers can see through it. What may look like personalization on the surface can feel hollow in practice.