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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
Brands Must Embrace Voice Tech or Get Left Behind, Report Says
The Forrester Wave for Customer Data Platforms 2024: Top Takeaways
SAP’s $1.5BN Acquisition of WalkMe: 3 Hot Takes
Twilio Taps OpenAI’s Realtime API, Expands Its Conversational AI Capabilities
Nuance to Stop Supporting On-Premise Contact Centers: Now What?
Meta Goes All In on Virtual Agents with Embedded Ads & Celebrity Voices
Salesforce Agrees a $430MN Deal for Zoomin, the Knowledge Unification Company
Update! The Leak of 12,000 Call Records Is Not a Breach, Claims Twilio
Contact Center Virtual Agents: Trends, Best Practices, & Providers
Vonage and SAP Co-Create ‘Next-Gen’ Enterprise Apps
Avaya Launches Experience Platform Public Cloud in India
Dubber Appoints New CEO Following Financial Scandal
Contact Center & Omnichannel
Big CX News from Salesforce, NICE, Microsoft & Dubber
Kore.ai Solutions Now Available in AWS Marketplace
How a Wrap Up Bot Saved One Contact Center $17MN a Year
Microsoft Fires Back, Rubbishes Benioff’s Copilot Criticism
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
