Francesca Roche

Workforce Engagement Management

The AI Layoffs Debate is Far From Over: Salesforce and Gartner Challenge Job Loss Narratives

AI & Automation in CX

Microsoft Expands AI Capabilities Across Sales and Customer Experience

Customer Engagement Platforms

Intercom Challenges Multi-Agent Trend With Expansion Into Sales

Marketing & Sales Technology

The Rise of Stress and Digital Fatigue in Brand Experiences

AI & Automation in CX

McDermott Says ServiceNow “Converts Chaos to Control” With Context-Driven Enterprise AI

Customer Engagement & Journey Orchestration

SAP and Google Cloud Partner to Bring Agent-Based AI Execution to Marketing

CRM & Customer Data Management

Benioff Rejects SaaS-pocalypse Fears as AI Reshapes Enterprise Software

AI & Automation in CX

How to Benchmark Readiness Before You Scale GenAI

Community & Social Engagement

The Trust Crisis in Online Communities: What Brands Are Getting Wrong

Community & Social Engagement

Why B2B Communities Are No Longer Optional – They Are Revenue Engines

Marketing & Sales Technology

From Campaigns to Conversations: Why Email Marketing Is Becoming a CX Engine

Marketing & Sales Technology

Why Most Marketers Can’t Actually Prove ROI – And What’s Changing

AI & Automation in CX

Avid and Google Cloud Partnership Reshapes Media Production with Agentic AI

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