Francesca Roche

AI & Automation in CX

Cisco Resolves 145,000 Support Cases Using Agentic AI

Marketing & Sales Technology

Can AI Make Restaurant Service More Human?

Workforce Engagement Management

The 98% Visibility Gap Reshaping Workforce Engagement 

AI & Automation in CX

Zuckerberg Proposes to Transform the Customer Journey with Personal AI Agents for Billions

Contact Center & Omnichannel​

Twilio Sees Voice AI Adoption Surge 50%+ Amid Growing CX Buyer Caution

AI & Automation in CX

Fin Operator Drives 20,000 AI Support Improvements To Free Employee Capacity

AI & Automation in CX

Context Decay Could Be Your AI’s Weakest Link

AI & Automation in CX

HubSpot Customer Agent Resolves 72% of Support Tickets Without Human Escalation

AI & Automation in CX

Freshworks Celebrates 90% Freshdesk Omni Migration With Autonomous Support Expansion

Customer Analytics & Intelligence

Your Shoppers Are Rethinking Fast Fashion, What Now?

Workforce Engagement Management

Why Forrester Believes Employee Experience Drives Better Customer Outcomes

Marketing & Sales Technology

The Meta Muse Image Paradox: Better AI Creative Equals Harder Customer Trust

Community & Social Engagement

Reddit Believes Human Conversation Wins in the AI Era

Community & Social Engagement

Are Brands Finally Listening to Social Media Customers?

AI & Automation in CX

Can Microsoft’s Governance Layer Make Customer Service AI Enterprise-Ready?

AI & Automation in CX

Meta’s Decision to Invest “Aggressively” in AI Infrastructure Raises Investor Concerns