Rhys Fisher

Contact Center & Omnichannel​

Stop Blaming Agents: The Real Culprit Behind Poor CX

Contact Center & Omnichannel​

Turning Data into Decisions with Conversational AI

Contact Center & Omnichannel​

Why Voice Alone Can’t Deliver Modern Product Support

Contact Center & Omnichannel​

From Record-Keepers to Revenue Drivers: The AI-Powered Contact Center

Contact Center & Omnichannel​

Can You Understand Me Now? How Enterprises Are Implementing Accent Translation with Sanas

Customer Analytics & Intelligence

Twilio’s New Vision: “To Become the Customer Experience Layer of the Internet”

Contact Center & Omnichannel​

Zendesk Says It’s Time to Move Beyond Outdated Contact Center Metrics

Customer Analytics & Intelligence

Adobe Releases a Slew of AI Agents to Boost Customer Experiences

Contact Center & Omnichannel​

Rethinking Voice in the Modern CX Stack

Contact Center & Omnichannel​

From Threat to Teammate: How AI is Winning Agent Trust

CRM & Customer Data Management

Salesforce Introduces Agentic IT Service to Compete with ServiceNow in ITSM

CRM & Customer Data Management

Big CX News from Salesforce, ServiceNow, HubSpot & Microsoft

Contact Center & Omnichannel​

Microsoft Completes a Big Move to Converge CCaaS and UCaaS

Contact Center & Omnichannel​

Why AI Buying Takes Too Long – and How to Speed It Up

Contact Center & Omnichannel​

Klarna Redeploys Staff to Customer Service, Pulls From Marketing, Engineering, and Legal Teams

Contact Center & Omnichannel​

AI That Actually Works: Lessons from Two Contact Centers Winning with Tech