Francesca Roche

AI & Automation in CX

Zoom Launches AI Companion 3.0, Expands its AI Strategy

AI & Automation in CX

Microsoft Invests $36.5BN into India and Canada for AI Initiative, Expanding Local Customer Services

Security, Privacy & Compliance

ServiceNow to Modernize Canada’s Public Sector with AI Deployment Services in $100MN Investment

AI & Automation in CX

IBM Acquires Confluent at $11BN to Boost Real-Time Data Accessibility

CRM & Customer Data Management

2025 CX Trends Part 2: AI’s Data Problem: Why 2026 Will Be the Year Organizations Stop Chasing Features and Start Fixing Infrastructure

AI & Automation in CX

IBM and Riyadh Air Collaborate to Launch AI Native Customer Travel Services

AI & Automation in CX

Agentforce Becomes Salesforce’s “Fastest Growing Product Ever”

CX Trends

Vodafone, EE, O2 and Three £1.1BN Lawsuit Highlights Customer Loyalty Exploitation Issues

Security, Privacy & Compliance

Virgin Media Faces £23.8MN Fine After Placing Its Vulnerable Customers At Risk

AI & Automation in CX

Zendesk and Microsoft Targets The Small Business Market in Latest Partnership

AI & Automation in CX

2025 CX Trends Part 1: How Agentic AI is Set to Deliver on Decades of Broken Promises

AI & Automation in CX

Deepdesk Introduces Its Travel-Friendly AI Approach For Complex Automation

Security, Privacy & Compliance

8×8 Enhances Security and Privacy Portfolio For Secure Customer Data Handling

AI & Automation in CX

AWS Offers AI Tool For Contextualized Customer Service Automation

AI & Automation in CX

Zoom Reveals AI Transformation Strategy in Latest Earnings Report

CRM & Customer Data Management

Salesforce Launches Tools to Support Visibility in Large Scale AI Deployment