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Home → Archives for Francesca Roche
Francesca Roche is a Technology Journalist for CX Today
AI & Automation in CX
Deployment-First AI Is a Dangerous Bet According to SAP CX
Contact Center & Omnichannel
How ODEON Cinemas is Redefining Empathetic Guest Service With Zendesk
The Hidden Risks of Rushing into Customer Automation
Customer Engagement & Journey Orchestration
Is Your POS Solving or Amplifying Customer Anxiety?
Marketing & Sales Technology
37% of Consumers Have Already Moved On – Is Your Attribution Strategy Ready?
Why Headless Needs Humorphism, According to AWS
Community & Social Engagement
Is Your Travel Brand About to Become Invisible? TikTok Go Is Changing the Rules
CRM & Customer Data Management
HubSpot Acquires Warmly to Fix CRM’s Biggest Blind Spot
AI-Generated Marketing Is Eroding Customer Trust. Are Brands Measuring the Wrong Things?
Microsoft Brings Safety to AI-Driven Commerce with New MCP Server
Customer Analytics & Intelligence
From Reactive to Predictive: How VoC Data Is Changing the Outsourcing Conversation
Human Oversight Becomes Central to Five9’s New Voice AI Strategy at CCW
Security, Privacy & Compliance
The AI Shutdown No One Saw Coming and What Enterprises Must Do Before the Next One
Contentful’s Palmata Puts Brands Back in the AI Driver’s Seat
CallMiner Puts Human Oversight at the Heart of Real-Time AI Guidance
Big CX News from Salesforce, Anthropic, Five9 & WordPress
