Rhys Fisher

CX Trends

Walgreens CEO: “When You Lock Things Up… You Don’t Sell as Many of Them”

CRM & Customer Data Management

ServiceNow Acquires Cuein, the “Copilot for Customer Experience Teams”

Contact Center & Omnichannel​

Zoom Empowers Contact Center Agents with Dynamics Guides & Suggested Answers

Contact Center & Omnichannel​

Big CX News from Microsoft, Salesforce, HubSpot, & Avaya

CRM & Customer Data Management

Salesforce Bids Farewell to Einstein Copilot, Now It’s Just Another Agent

CRM & Customer Data Management

SAP & Microsoft Preview the Integration Between Joule and Copilot

CRM & Customer Data Management

Agentforce Goes Industry-Specific as Salesforce Releases an Agent Skills Library for Retailers

Contact Center & Omnichannel​

Talkdesk Launches AI Agents for Retail, Goes All In on Agentic AI

Contact Center & Omnichannel​

Scorebuddy’s GenAI-Powered QA Tool Promises a Tailored AI Solution for Every Customer

CRM & Customer Data Management

Will Amazon Enter the CRM Space In 2025?

Customer Engagement Platforms

Booking.com Looks to GenAI to Enhance the Travel Experience

CRM & Customer Data Management

Marc Benioff on “Dumpster Fire” Layoffs & How Salesforce Bounced Back

Contact Center & Omnichannel​

Barak Eilam Officially Steps Down as NICE CEO, Scott Russell Takes Over

Contact Center & Omnichannel​

5 Funny Contact Center Stories We Found on Reddit

Contact Center & Omnichannel​

AWS Demonstrates How to “Easily” Create Customer Self-Service Journeys

Customer Analytics & Intelligence

Microsoft CEO: AI Agents Will Transform SaaS as We Know It