Francesca Roche

AI & Automation in CX

Human-First AI: Why SMBs Should Rebalance, Not Replace

Contact Center & Omnichannel​

NiCE Launches Agentic AI Platform to Accelerate Contact Center Automation

Security, Privacy & Compliance

OpenAI Acquires Promptfoo to Embed Security in AI Agents

Contact Center & Omnichannel​

The Unification Trap: When One CX Stack Creates More Chaos

Contact Center & Omnichannel​

On-Prem vs Cloud Debate Returns as Avaya CEO Criticizes Cloud-First Strategy

Customer Analytics & Intelligence

Medallia Report Reveals CX is at a Turning Point: Closing the Gap Between Insight and Impact

Security, Privacy & Compliance

SAP and Uptycs Launch Hybrid AI Security Model for Enterprise

CRM & Customer Data Management

Formula 1 and Salesforce Expand AI Partnership to Strengthen Digital Fan Engagement

Marketing & Sales Technology

The Future of Marketing: How Brands Can Build Trust in an AI-Driven World

CRM & Customer Data Management

Google Cloud and Nokia Simplify Mobile Network Access for Developers

CRM & Customer Data Management

Salesforce Launches Agentforce for Communications to Target Telecom Efficiency and Customer Retention

Security, Privacy & Compliance

California Targets Surveillance Pricing, What It Means for Retail, Grocery, and Hotels

AI & Automation in CX

Woolworths “Angry Mother” AI Chatbot Sparks Concerns Over Misleading Responses

AI & Automation in CX

WPP and Adobe Expand AI Partnership Aims to Transform Marketing Operations

AI & Automation in CX

Traditional Research Is Out: Could This Be The Last Year We Use Search Engines? 

AI & Automation in CX

Five9 Positions AI at the Core of CX Transformation Strategy