Rhys Fisher

Customer Analytics & Intelligence

Apple Releases a Customer Support Agent, But Should Have Much Greater Ambitions

Contact Center & Omnichannel​

Puzzel on AI’s Goldmine: Unlocking Real Contact Center Value with Conversational Intelligence

Contact Center & Omnichannel​

Failure Demand in CX: The Hidden Cost AI Can Solve

CRM & Customer Data Management

Pegasystems Promises “Industry-First” Customer Self-Service Capabilities with Its Latest Launch

Contact Center & Omnichannel​

Who’s Watching the AI? Scorebuddy Brings Oversight to Agentic Automation

Contact Center & Omnichannel​

How to Spot AI That Delivers: A Buyer’s Guide

Contact Center & Omnichannel​

Five9 CEO to Retire, Seeks an AI Innovator as His Replacement

Contact Center & Omnichannel​

Big CX News from NiCE, OpenAI, Five9, & Microsoft

Contact Center & Omnichannel​

Verizon Vows to Set “a New Standard” for Customer Service, Sets Out Its Plan

Contact Center & Omnichannel​

How AI Is Revolutionizing Modern Contact Centers

Contact Center & Omnichannel​

Why Contact Center Technology Decisions Go Wrong and How to Get Them Right

CRM & Customer Data Management

ServiceNow on the Upcoming “Extinction” of Traditional CRM, Its Big Google Deal, and Hiring

CRM & Customer Data Management

HubSpot Bolsters Its Landmark CRM-ChatGPT Integration, Unveils New Possibilities

Contact Center & Omnichannel​

Why CX Leaders Are Tired of AI That Doesn’t Work

Contact Center & Omnichannel​

Big CX News from SAP, ServiceNow, OpenAI & Zoom

Contact Center & Omnichannel​

Vodafone’s New “Just Ask Once” Feature Is a Step Toward Single-Channel Customer Service