Francesca Roche

Contact Center & Omnichannel​

How Secondary Ticket Platforms Are Rebuilding Customer Trust in 2026

CRM & Customer Data Management

Salesforce Aims to Redefine CRM Access with Headless 360

Contact Center & Omnichannel​

One Third of Agents Are Ready to Quit Because of AI Absence, Verint Warns

AI & Automation in CX

Salesforce Relaunches AgentExchange, Marking a New Phase In Its AI Agent Marketplace Strategy

Community & Social Engagement

The Future of Community Platforms: AI, Automation & the Next Evolution

AI & Automation in CX

HubSpot Launches AEO Tool and AI Updates to Push Context-Aware CRM Strategy

Service Management & Connectivity

Waiting for a Human: The Six Minute Gap in Service Connectivity 

Security, Privacy & Compliance

California AI Order Raises CX Standards but Leaves Gaps in Governance and Oversight

AI & Automation in CX

Big CX News from Twilio, Salesforce, FCC, and Sprinklr

AI & Automation in CX

Meta Introduces Muse Spark to Strengthen AI Across Its Products

Community & Social Engagement

LinkedIn Faces Class-Action Lawsuits Over Alleged Browser Extension Scanning

Community & Social Engagement

Enterprises Are Unlocking Efficient Performance Through High-Intent Reddit Conversations

AI & Automation in CX

Gartner Warns Enterprises Against Cutting Support Teams to Fund AI

Community & Social Engagement

Outcome Measurement Is the New Budget Battleground on LinkedIn

AI & Automation in CX

How AI Agents Will Reshape Customer Engagement on Social Platforms

Contact Center & Omnichannel​

Bandwidth Backs Salesforce Agentforce Contact Center with Voice and Messaging Infrastructure