Francesca Roche

AI & Automation in CX

Google Cloud Summit Round-Up: How Agentic AI Is Reshaping Customer Experience

Community & Social Engagement

Meta Has Solved Marketing’s Visibility Problem – And It Starts With Community

CRM & Customer Data Management

Databricks Signals a New Era for CDPs By Launching CustomerLake

Marketing & Sales Technology

WordPress VIP Argues That Saying “AI” Could Be Costing You Customers

AI & Automation in CX

Human Oversight Can No Longer Protect Customers From AI Hallucinations

Marketing & Sales Technology

Why Knowing Where Not to Use AI Is the New Marketing Advantage, According to Zendesk

Security, Privacy & Compliance

Why Faster Refunds Can Backfire Without Smarter Fraud Controls

Customer Engagement & Journey Orchestration

Adobe Advances AI-Driven Customer Journeys with CX Enterprise Coworker

Contact Center & Omnichannel​

Fin Launches Fin Voice 2 With 24.5% Higher Resolution Rates for AI Phone Support

Marketing & Sales Technology

Has Hyper‑Personalization Gone Too Far in Marketing?

AI & Automation in CX

AI Hallucinations in Banking are a CX Risk, Not Just a Technical One

AI & Automation in CX

Stop Tool Sprawl: Why Scaling Teams Need a Modern Business OS, Not More Software

AI & Automation in CX

Why Vonage Is Moving Beyond Generic AI for CX With Industry-Specific AI Agents

Customer Engagement & Journey Orchestration

Enterprise AI Video Has a Relevance Problem

Marketing & Sales Technology

Salesforce Connections 2026 Predictions: Agentic Marketing Is About to Take Center Stage 

CRM & Customer Data Management

Salesforce Expands Headless 360 Vision with Contentful Acquisition