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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
Twilio Closes Its Largest Segment Deal Ever
Contact Center & Omnichannel
Big CX News from Google, Cisco, HubSpot, & Pega
HubSpot Handles 35 Percent of Customer Queries with Its Own Bot
Google Is Creating a Chatbot That Will Take Calls on Your Behalf
CRM & Customer Data Management
Businesses That Switch from Salesforce to Zoho Cut Costs By 68 Percent, Finds Nucleus Research
Customers Are Increasingly Choosing Third-Party Customer Service Experiences Over Yours, Says Gartner
7 Steps Every Contact Center Vendor Should Take to Ensure Responsible AI
Cisco Makes Its AI Assistant Available on the Webex Contact Center, Integrates an AI Agent
Big CX News from Zoho, Google, Cisco, & Salesforce
Bridging the AI Skill Gap: The Urgent Challenge for CX Leaders
Google Launches an AI Agent That Will Call Customer Service for You
Conversational Analytics Is More Accessible Than Ever. Use It
Cisco Researchers Shred DeepSeek, Blast Its “Safety and Security”
What’s Next for Salesforce Service Cloud? 6 Key Features from the Spring ‘25 Release
Big CX News from ServiceNow, Zoho, Salesforce, & Kore.ai
Don’t You Call Me a Virgin, Says Virgin Money’s Chatbot
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
