Rhys Fisher

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

Workforce Engagement Management

3 In 5 Contact Center Agents Don’t Recommend Self-Service, Finds Gartner

Contact Center & Omnichannel​

Mitel Exits Chapter 11 Bankruptcy: A “Fresh Start” or Short Reprieve?

Contact Center & Omnichannel​

Big CX News from NiCE, Genesys, Salesforce, & Gartner

Contact Center & Omnichannel​

50% of CEOs Have or Plan to Develop a Strategy for Machine Customers, Says Gartner

Customer Analytics & Intelligence

From CEO Dismissal to Courtroom Drama: Dubber Takes Legal Aim at BDO Over Missing AU$26.6m

Contact Center & Omnichannel​

Bombshell Study Finds That Global Contact Center Agent Roles Will Increase, Not Decrease Over the Next Three Years

Contact Center & Omnichannel​

Genesys Becomes the First Tech Provider to Announce $2BN+ in Annual CCaaS Revenue

Contact Center & Omnichannel​

Big CX News from Salesforce, Zoom, Talkdesk & Five9

Contact Center & Omnichannel​

AI Won’t Kill the Customer Service Agent – At Least Not Yet

Customer Analytics & Intelligence

Replying to Customer Queries Isn’t Enough, Your AI Agents Need to Resolve Them

Contact Center & Omnichannel​

Happy Agent = Happy Customer: Why More Contact Centers Are Focusing on the Agent Experience

Customer Analytics & Intelligence

Cisco Live San Diego 2025: Top 3 Takeaways