Industry news
Industry News
Type - every story we have filed under Industry News.
The 3 Security Gaps Enterprises Must Fix to Limit AI Agent Threats Enterprises using AI agents for support must close three specific vulnerabilities before bad actors can manipulate automated workflows or expose customer data. Freshworks Appoints Ryan Manning As Chief Product And Technology Officer Freshworks unifies product and technology under a new CPTO, a structural move that will shape its roadmap for support and CRM tools. Freshworks Will Unite Product and Engineering Under One Leader Aug. 10 Freshworks is consolidating product and engineering under a single leader, a structural move that could accelerate development of its AI-powered help-desk and support tools. What Does an AI-Native Contact Center Actually Look Like? Zoom CX Made the Case at CCW 2026 Zoom's CCW 2026 appearance gives support leaders a concrete benchmark for what an AI-native contact centre looks like in practice. Talking Freshworks with CRO - Ian Tickle - Freshworks' CRO sets out the company's go-to-market priorities and how it plans to compete in customer support software. What the landmark Google ruling means for contact center AI The landmark Google ruling could shift how AI vendors partner and compete for contact centre deals, with real procurement implications. CX orchestration is the new hard part As AI tools multiply in support stacks, orchestrating them into a seamless customer journey is fast becoming the hardest engineering problem. Big CX News from Salesforce, Cisco, NiCE & Afiniti A multi-vendor CX roundup covering moves from Salesforce, Cisco, NiCE, and Afiniti worth scanning for competitive and product signals. Afiniti Wants to Own Contact Center AI Decisioning Afiniti is staking a claim to the AI decisioning layer within contact centres, a position that could influence routing and outcomes at scale.
Industry headlines from other publications. Each links to the original reporting on the publisher's own site.