Rhys Fisher

Contact Center & Omnichannel​

Genesys Acquires Pinkfish to Close the Contact Center Automation Gap

AI & Automation in CX

Why Most CX Migrations Fail – And How to Avoid It

CRM & Customer Data Management

Salesforce Makes Agentforce Commerce Generally Available Ahead of Peak Season

AI & Automation in CX

Contact Center AI Is Only as Good as the Data Behind It – So Why Are We Ignoring the Data?

AI & Automation in CX

The CX Modernization Sequence That Pays

Service Management & Connectivity

Content Guru Warns CX Teams: Devices Are the Next Customers

AI & Automation in CX

Salesforce’s $3.6B Fin Grab: Smart Power Move or Integration Gamble?

Customer Analytics & Intelligence

The Way You’re Measuring CX AI ROI Is Broken

Community & Social Engagement

Trustpilot: Your Brand Is Invisible to AI, And Reviews Are the Fix

AI & Automation in CX

AI Agents Are in Your Contact Center – Who’s Governing Them?

AI & Automation in CX

The Agentforce Proof Points Hidden Inside Salesforce’s $1 Billion Italy Bet

Customer Engagement & Journey Orchestration

Pega’s Customer Engagement Studio Puts Governance at the Heart of Agentic Marketing

Customer Engagement & Journey Orchestration

Pega’s AI Lab Director Says Orchestration Beats Raw Agentic AI Power Every Time

Workforce Engagement Management

Tool Overload is Killing Your Contact Center from the Inside Out

AI & Automation in CX

Big CX News from Verizon, NiCE, Anthropic & Sprinklr

AI & Automation in CX

Oracle Wins 30M Subscriber Telco Deal as Rivals Close In