Francesca Roche

Workforce Engagement Management

WEM Is Entering the Era of Human-AI Workforce Orchestration

Customer Analytics & Intelligence

Customer Intelligence Is Entering Its Action Era

AI & Automation in CX

The Human Tempo Gap: What Is It And How Can We Overcome It?

Community & Social Engagement

Can Sprinklr Customers Keep Up With Its AI-Powered CX Ambitions?

Contact Center & Omnichannel​

New York Mets Turn to RingCentral for Cloud-Based Fan Engagement

Community & Social Engagement

The Fake Customer Problem: Can AI Influencers Undermine Community Trust?

Marketing & Sales Technology

Your First Three Hours After a LinkedIn Connection Matter for Outreach Success

AI & Automation in CX

Why You Shouldn’t Abandon Reactive Support For Proactive AI

AI & Automation in CX

“Trust Is Broken”: Why AI Shopping Must Prove Its Answers

Security, Privacy & Compliance

AI Identity Fraud Interest Increases Almost 4,000% as Fake IDs Become Easier to Create  

Customer Analytics & Intelligence

How AI Can Help Small Retailers Improve Sales This Summer

AI & Automation in CX

Salesforce Expands Headless 360 to Enable Agentic CX

AI & Automation in CX

The Human Tempo Gap: When AI Moves Too Fast

Marketing & Sales Technology

What Article 50 of the EU AI Act Means for European Marketing and Sales Leaders 

AI & Automation in CX

ChatGPT vs Claude vs Copilot: Which is the Best Starting Tool for Marketing?

AI & Automation in CX

“The Train Is Coming”: Retail Loyalty’s AI Wake-Up Call