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Home → Customer Analytics & Intelligence
Customer Analytics & Intelligence
AEO Is Not SEO With a New Acronym: The Metrics CX Leaders Need to Track Now
Your Brand Has an AI Reputation. You May Not Like What It Is Saying
Is NPS Really BS? Another Study Suggests So
Gartner Magic Quadrant for Analytics and Business Intelligence (ABI) Platforms 2025: The Rundown
Contact Center & Omnichannel
Genesys Introduces an AI Studio, Presents a “Grown-Up Path” to Agentic AI
OpenAI Gives Businesses the Tools to Build Their Own Contact Center AI Agents
CX TV
Emodo & OneMagnify: AI, Acquisitions & the Future of Marketing
The Curious Case of Dirty Data and the Impacts on Your Customer Support RTB
Big CX News from NiCE, Genesys, Salesforce, & Gartner
Is ChatGPT the Beginning of the End for Gong & Sales Intelligence Platforms?
From CEO Dismissal to Courtroom Drama: Dubber Takes Legal Aim at BDO Over Missing AU$26.6m
Agents in Action: Moving from Chatbots to Real Operational Impact
Bombshell Study Finds That Global Contact Center Agent Roles Will Increase, Not Decrease Over the Next Three Years
Genesys Becomes the First Tech Provider to Announce $2BN+ in Annual CCaaS Revenue
Five9 Introduces Agentic CX, Pinpoints Its Differentiators
Is Your Approach to Dirty Data Killing Your AI Implementation?
Big CX News from Salesforce, Zoom, Talkdesk & Five9
AI Won’t Kill the Customer Service Agent – At Least Not Yet
Why AI Can Be Right and Still Get CX Wrong
The Agentic CX Trust Gap Is Getting Risky
AI & Automation in CX
The Human Tempo Gap: What Is It And How Can We Overcome It?
The Prompt Gap: Why Keyword-Based AI Search Tracking Misses What Customers Actually Ask
Your Customer Journey Analytics Are Broken – And Buying More AI Won’t Fix It
