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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
A CX Emergency: NICE and AT&T Team Up to Support Emergency Communications Centers
The Forrester Wave for Customer Analytics Technologies 2024: Top Takeaways
Twilio Bags Seven-Figure Segment Deal with IBM
Contact Center & Omnichannel
Big CX News from Pega, Microsoft, Kore.ai, & Bird
ALDO Group Prioritizes Predictive AI Over Generative AI. Here’s Why.
Kore.ai Announces a Conversational AI Platform for the Midmarket
30% of GenAI Projects Will Be Scrapped by 2025 Due to Lack of ROI, Gartner Predicts
Google Couldn’t Kill Off the Cookie Monster, But You Should Keep Him Under Wraps
CRM & Customer Data Management
Dialpad Enhances Ai Sales Platform, Promises to Transform the Sales Process
Japanese Bank SMBC Trialing Customer Service Digital Avatars in Contact Centers
What Comes After NPS Surveys?
AWS Accelerates Post-Contact Summaries in Amazon Connect, Uplevels Its Omnichannel Proposition
Sinister or Revolutionary? A Japanese Supermarket Chain Is Using AI to Monitor Staff Smiles
Big CX News from Google, HubSpot, Salesforce, & Kore.ai
Sinch Announces Fresh AI Capabilities for its CPaaS Solution
Salesforce Launches Fully Autonomous AI Agent, Aims to Make Traditional Chatbots “Obsolete”
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
