Rhys Fisher

CRM & Customer Data Management

Is Salesforce the CRM Villain of 2025?

CRM & Customer Data Management

ServiceNow’s Moveworks Deal in Danger Amid Antitrust Concerns, Reports

Contact Center & Omnichannel​

Microsoft Leans on MCP as Dynamics 365 Gets Smarter

CRM & Customer Data Management

Zendesk Acquires HyperArc: A Triple Win for Analytics, AI Agents, and Pricing

Contact Center & Omnichannel​

Microsoft Boosts Contact Center Reliability with a New Desktop App

Contact Center & Omnichannel​

AI That Supports, Not Replaces: Rethinking Agent Assistance

Contact Center & Omnichannel​

Zoom’s New-Look AI Companion Reveals Its Broader Ambitions

Contact Center & Omnichannel​

Contact Center AI Assistants Are Introducing New Inefficiencies & Burdens, Finds Study

CX TV

AI Solutions Have Never Been Better: Why Are Organizations Still Struggling with Adoption?

CRM & Customer Data Management

SAP Unveils a New Point of Sale Solution, Connects the CX Ecosystem

Contact Center & Omnichannel​

The Role of Audio Hardware in Reducing Contact Center Agent Burnout

Contact Center & Omnichannel​

“Significant” Amount of Customer Data Stolen in Qantas Contact Center Breach

CRM & Customer Data Management

Elon Musk Questions the Name ‘Salesforce’; Benioff Responds with an Impromptu ‘Agentforce’ Rebrand Idea

Contact Center & Omnichannel​

Big CX News from Salesforce, Genesys, OpenAI, & Mitel

Customer Analytics & Intelligence

Is NPS Really BS? Another Study Suggests So

CX Trends

Customer Experiences in the US Hit a Record Low (Again!), Forrester Says