Rhys Fisher

Contact Center & Omnichannel​

Lenovo’s Customer Service AI Chatbot Got Tricked Into Revealing Sensitive Information. Here’s How.

Contact Center & Omnichannel​

Can You Hear Me Clearly? Why Audio Quality Is a Compliance Risk

Contact Center & Omnichannel​

AI’s New Role: From Job Threat to Agent Co-Pilot

CRM & Customer Data Management

Salesforce to Roll Up Regrello, Its Third Acquisition in Three Weeks

Customer Analytics & Intelligence

Miratech on AI Mayhem: Five Big Mistakes Companies Are Making with AI

CRM & Customer Data Management

No More “Ifs”: Why AI Is Now a Non-Negotiable for Government Customer Service

Contact Center & Omnichannel​

A Scammer Hijacks United Airlines’ Customer Support Line, Costing the Victim $17k

Contact Center & Omnichannel​

Big CX News from Microsoft, Salesforce, Cisco & NiCE

Contact Center & Omnichannel​

Cisco Confirms Two $1BN+ Megadeals, Including Webex

Contact Center & Omnichannel​

Voiso Wants to Make AI Less Theoretical and More Useful

Customer Analytics & Intelligence

How Workforce and Conversation Intelligence Drive Successful AI Adoption with Calabrio ONE

CRM & Customer Data Management

The Google-Salesforce Customer Data Breach: What Really Happened?

Contact Center & Omnichannel​

Why Voice Automation Is Finally Ready to Resolve, Not Just Redirect

Contact Center & Omnichannel​

Why Government Contact Centers Are Embracing AI – And What Comes Next

Contact Center & Omnichannel​

AI Maturity: The Hidden Differentiator in Modern Contact Centers 

CRM & Customer Data Management

Big CX News from Salesforce, AWS, Pegasystems, RingCentral & NiCE