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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
Contact Center & Omnichannel
Zendesk Targets “Essential” AI Startups with Global VC Arm
McDonald’s Abandons AI for Drive-Thru Orders – What’s Next for Fast-Food CX?
Microsoft Culls Its Copilot Pro GPT Builder: A Warning for Enterprise GenAI Adopters?
RingSense Receives “Significant” Sales Performance Enhancements
Big CX News from NICE, Genesys, Pega, & Sanas
Contentsquare Launches New Analytics Platform in Bid to “Eliminate” Data Silos
Talkdesk Reveals Fresh GenAI Capabilities for Retail Users
Twilio Offers Organizations a “Real-Time, Unified” View of Their Customers with New Launches
Pega Releases Its GenAI Blueprint 2.0, Gives Enterprises More Generative AI Choice
Conversation Analytics: How to Maximize the Value of Customer Sentiment Data
Salesforce Targets UK Market – Announces AI Center & Data Cloud on Hyperforce
Big CX News from Microsoft, Five9, Salesforce, SAP & HubSpot
HubSpot Announces Sensitive Data Tools for Smart CRM Users
Webex Announces New AI Features, Targeting CX and EX Shortcomings
Talkdesk Launches New GenAI-Powered Tools – Promises an End to “Painful IVRs”
CRM & Customer Data Management
Big CX News from AWS, NICE, & Salesforce
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
