Home → Archives for Rhys Fisher
Contact Center
Verizon Vows to Set “a New Standard” for Customer Service, Sets Out Its Plan
How AI Is Revolutionizing Modern Contact Centers
Why Contact Center Technology Decisions Go Wrong and How to Get Them Right
CRM
ServiceNow on the Upcoming “Extinction” of Traditional CRM, Its Big Google Deal, and Hiring
HubSpot Bolsters Its Landmark CRM-ChatGPT Integration, Unveils New Possibilities
Why CX Leaders Are Tired of AI That Doesn’t Work
Big CX News from SAP, ServiceNow, OpenAI & Zoom
Vodafone’s New “Just Ask Once” Feature Is a Step Toward Single-Channel Customer Service
Is Salesforce the CRM Villain of 2025?
ServiceNow’s Moveworks Deal in Danger Amid Antitrust Concerns, Reports
Microsoft Leans on MCP as Dynamics 365 Gets Smarter
Zendesk Acquires HyperArc: A Triple Win for Analytics, AI Agents, and Pricing
Microsoft Boosts Contact Center Reliability with a New Desktop App
Conversational AI
AI That Supports, Not Replaces: Rethinking Agent Assistance
Zoom’s New-Look AI Companion Reveals Its Broader Ambitions
Contact Center AI Assistants Are Introducing New Inefficiencies & Burdens, Finds Study
