Home → Archives for Francesca Roche
Francesca Roche is a Technology Journalist for CX Today
AI & Automation in CX
Microsoft Acquires Osmos to Advance Its Data Unification Strategy
Capgemini Reveals How Transparency and Connection Now Drive Consumer Loyalty
Service Management & Connectivity
California Introduces Consumer Law to Increase Customer Expectations in Food Delivery Services
The Rising Popularity of SMBs: Why Are Smaller Enterprises Gaining Traction in the CX Space?
Customer Analytics & Intelligence
Unpacking Forrester’s CX Predictions for 2026
Instacart Disables Pricing Test Model Following Customer Backlash Around Dynamic Pricing
Zendesk Acquires Unleash, Introduces AI Enterprise Search Tool
Salesforce Acquires Qualified to Expand its AI Automation Vision in Service Teams
Security, Privacy & Compliance
Cisco Reveals Security and Safety Framework for Enterprise AI Readiness
CX Trends 2025 Part 3: When AI Knows You Better Than You Know Yourself: Personalization Reaches Its Inflection Point
Freshworks Acquires FireHydrant to Target Incident Management Unification
Zoom Launches AI Companion 3.0, Expands its AI Strategy
Microsoft Invests $36.5BN into India and Canada for AI Initiative, Expanding Local Customer Services
ServiceNow to Modernize Canada’s Public Sector with AI Deployment Services in $100MN Investment
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
