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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
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The Best Customer Experience Analytics Tools for 2024
Say Hello to Rufus: Amazon’s New Chatbot
Contact Center & Omnichannel
Gartner: Customer Service Leaders Have Three Priorities to Improve Customer Experience In 2024
With More Powerful Data and Devices Come New Security Risks
DPD’s GenAI Chatbot Swears and Writes a Poem About How “Useless” It Is
600 Job Losses Loom After Birmingham City Council’s Spectacular ERP Fail
The Purge Continues! Twilio to Shutter Authy’s Desktop App
Vodafone Teams Up with Microsoft to Transform Customer Experiences with GenAI
Voice 2.0 and the Rise of Intelligent Voice in CX
Gartner Magic Quadrant for Strategic Cloud Platform Services 2023
Salesforce’s Latest Innovation Turns Unstructured Data Into Actionable Intelligence
Cisco to Acquire Networking and Security Startup Isovalent
Twilio Turns to Qatalyst Partners to Defend Against Activist Investors
Generative and Conversational AI: Dream and Nightmare Deployments
Sabio Looks to Drive Greater Value from Data and AI
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
