Latest Editorial News

Workforce Engagement management tools preventing agent burnout

Workforce Engagement Management

Why Contact Center Workforce Management Alone Can’t Fix Agent Burnout

Salesforce CEO Marc Benioff speaking at The Future Live event on AI and tech layoffs

AI & Automation in CX

Is AI Really Behind the Tech Layoff Wave? Benioff Says No

AI orchestration connects data, decisions, and actions across the customer journey

Customer Engagement & Journey Orchestration

Are AI Agents Creating Customer Journeys You Can’t Control?

Future of CX: Humanity Against the Machine - Part 3 - 11:40 AM — The Customer Who Wanted a Human

AI & Automation in CX

Future of CX: Part 3 – 11:40 AM — The Customer Who Wanted a Human

Logging and monitoring AI decision pipelines for compliance

Security, Privacy & Compliance

How to Build AI Audit Trails That Stand Up to Regulatory Scrutiny

Customer Analytics & Intelligence

BMW Taps Customer Car Data to Power Safer, More Personalized Driving Experiences, Raising Privacy Questions

Tottenham Hotspur Salesforce Agentforce

AI & Automation in CX

Tottenham Hotspur Connects Fan Data With Salesforce Service Cloud

Gartner Warns Enterprises Against Cutting Support Teams to Fund AI

AI & Automation in CX

Gartner Warns Enterprises Against Cutting Support Teams to Fund AI

Hardik Parikh, Co-Founder and CRO of Shaip, discusses AI-ready data and customer experience strategy

AI & Automation in CX

From Raw Data to Real-Time CX: How AI-Ready Data Can Drive Enterprise Decisions

Big CX News: oracle, Salesforce, HubSpot, Microsoft

AI & Automation in CX

Big CX News from Oracle, Salesforce, HubSpot & Microsoft

HubSpot Breeze AI agents outcome-based pricing model CX vendors

AI & Automation in CX

HubSpot Joins the Outcome-Based Pricing Revolution

ShinyHunters extortion demand targeting Cisco Salesforce customer data breach 2026

CRM & Customer Data Management

Cisco’s Salesforce CRM Breach Puts Three Million Customer Records at Risk

Enterprise community ROI model linking engagement to retention and support deflection

Community & Social Engagement

Why Enterprise Community Platforms Fail to Deliver ROI

Salesforce Agentforce Contact Center CCaaS CRM convergence

AI & Automation in CX

Why Salesforce’s Agentforce Contact Center Won’t End the CCaaS-CRM Battle

ServiceNow The CX Shift

AI & Automation in CX

ServiceNow’s CX Shift Study Exposes a Hard Truth About AI and Customer Experience

Customer Engagement & Journey Orchestration

Delta’s Amazon Leo Deal Signals Shift Toward Always-On Airline CX

Load More