Rhys Fisher

AI & Automation in CX

70% of Employees Are Misusing AI – CX Teams Should Be Worried

AI & Automation in CX

Gartner Magic Quadrant for Conversational AI Platforms 2026: The Rundown

Contact Center & Omnichannel​

Beyond the Bot: Why the Next Generation of Virtual Agents Are Built for Orchestration, Not Just Automation

AI & Automation in CX

Your Contact Center AI is Failing – And You Probably Built it That Way

Service Management & Connectivity

Why Cancellation Friction Is Becoming a Major CX Liability

AI & Automation in CX

Big CX News from HubSpot, Microsoft, OpenAI & Anthropic

AI & Automation in CX

Zoom Brings AI Receptionist to Any Phone System – No Zoom Phone Required

Contact Center & Omnichannel​

Your Contact Center AI Is Cutting Costs; It Should Be Driving Revenue

AI & Automation in CX

The Contact Center AI Governance Gap Is Costing You

Contact Center & Omnichannel​

Meta Brings AI Business Agent to WhatsApp to Power 24/7 Customer Service

AI & Automation in CX

Stop Calling It a Chatbot: Rewriting the Rules of Virtual Agent AI

CRM & Customer Data Management

“We Made a Mistake” – HubSpot Reverses Customer Data Enrichment Plan

Marketing & Sales Technology

The Hidden CX Cost of a Disconnected Marketing Stack

AI & Automation in CX

Big CX News from Salesforce, HubSpot, Genesys & Microsoft

Customer Analytics & Intelligence

Cancelled Flight, Broken App, No Answer – Why Airline CX Keeps Failing at the Worst Moment

Customer Engagement & Journey Orchestration

KAYAK Launches Ask AI to End the Chat-to-Search Disconnect