Rhys Fisher

Customer Engagement & Journey Orchestration

Customer Engagement Weekly Roundup: Sprinklr Chases the Action Layer as AI Agents Demand Better Context

Contact Center & Omnichannel​

Contact Center Weekly Roundup: Zendesk Targets Language Barriers as AI Control Wars Heat Up

Contact Center & Omnichannel​

Can Zendesk Cut Multilingual Contact Center Costs With AI?

AI & Automation in CX

Genesys Unveils AI Control Plane and Agentic Orchestration Stack at Xperience 2026

Contact Center & Omnichannel​

Could Your Contact Center’s Sentiment Tool Break EU Rules?

AI & Automation in CX

Avaya’s AI Strategy Warning: CX Vendors Are Splitting Fast

Contact Center & Omnichannel​

Why AI-Only QA Still Leaves Support Leaders Doing the Heavy Lifting

AI & Automation in CX

Google Cloud and Verizon Double Down on AI-Powered Customer Experience

Customer Engagement & Journey Orchestration

Delta’s AI Ambition Puts Dynamic Pricing Back Under Scrutiny

AI & Automation in CX

Big CX News from Salesforce, Stripe, OpenAI & Anthropic

Customer Engagement & Journey Orchestration

When Customer Service Doesn’t Go Swimmingly: Amazon’s Drone Delivery Blunder

Contact Center & Omnichannel​

The Ultimate Guide to CX AI Pricing: Which Model is Right for Your Contact Center?

Workforce Engagement Management

Is Microsoft’s AI Workforce Forecasting Enough for Contact Centers?

Workforce Engagement Management

Has ServiceNow’s Autonomous Workforce Changed the CX Staffing Equation?

Customer Engagement & Journey Orchestration

What Anthropic’s Decart Deal Could Mean for Retail

AI & Automation in CX

Stripe’s OpenRouter Deal Could Reshape AI Agent Pricing