Rhys Fisher

AI & Automation in CX

Why the 2026 Conversational AI Gartner Magic Quadrant Doesn’t Add Up

AI & Automation in CX

SAP Talks Up AI Agents, but Where Are the CX Wins?

Contact Center & Omnichannel​

FCC Offshore Call Center Proposal: Why Smart Leaders Are Already Preparing

Contact Center & Omnichannel​

Can RingCentral and NiCE Finally Unite UCaaS and CCaaS?

AI & Automation in CX

SAP’s CMO on Why Brands Are Sitting on a “Dark Data” Time Bomb

Customer Engagement & Journey Orchestration

Ericsson Appoints New Vonage CEO to Accelerate Its Turnaround

Customer Engagement & Journey Orchestration

IBM Says AI Agents Need Real-Time Data to Deliver Value

AI & Automation in CX

Gartner to CX Leaders: Stop Treating AI Agents Like Employees

AI & Automation in CX

Forget the Rulebook: How Self-Learning AI Is Rewriting Contact Center Automation

Marketing & Sales Technology

Can Zoom’s New Revenue AI Improve Customer Conversations?

Marketing & Sales Technology

What a Stripe-PayPal Merger Would Mean for the Checkout Experience

AI & Automation in CX

Big CX News from Gartner, Genesys, Sprinklr & IBM

AI & Automation in CX

Why PwC and OpenAI Are Betting Big on Agentic Customer Service

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