Home → Archives for Rhys Fisher
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Zendesk Says It’s Time to Move Beyond Outdated Contact Center Metrics
Adobe Releases a Slew of AI Agents to Boost Customer Experiences
Rethinking Voice in the Modern CX Stack
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
Big CX News from Salesforce, ServiceNow, HubSpot & Microsoft
Microsoft Completes a Big Move to Converge CCaaS and UCaaS
Why AI Buying Takes Too Long – and How to Speed It Up
Klarna Redeploys Staff to Customer Service, Pulls From Marketing, Engineering, and Legal Teams
AI That Actually Works: Lessons from Two Contact Centers Winning with Tech
Beyond the Hype: How Practical AI Drives Real ROI in the Contact Center
Workforce Engagement Management
NVIDIA CEO: We’ll Be Busier in the Future Than We Are Right Now
When AI Sounds Human: What It Means for the Future of Customer Service
Redefining ‘Done’: Why AI Success Demands Ongoing Attention
ServiceNow Hasn’t Cut Its Customer Service Headcount, Despite Deflecting 75% of Cases
