Government & Public Sector CX News, Interviews & Use Cases

Contact Center & Omnichannel​

Accenture Lays Off 11,000 Staff as Part of AI Reskilling Strategy

Customer Analytics & Intelligence

Yellow.ai’s Own Chatbot Got Tricked Into Generating Malicious Code, Reports

CRM & Customer Data Management

Salesforce CEO Calls Out Palantir as “the Most Expensive Enterprise Software I’ve Ever Seen”

Customer Analytics & Intelligence

How Government Agencies Can Balance AI Innovation with Security and Trust

Contact Center & Omnichannel​

Are We Entering a New, AI-Powered Contact Center Era?

CRM & Customer Data Management

Salesforce Releases Two Industry-Specific Agentforce Offerings in Three Days

CRM & Customer Data Management

Salesforce Makes Changes to Its Agentforce Pricing Model (Again!)

CRM & Customer Data Management

No More “Ifs”: Why AI Is Now a Non-Negotiable for Government Customer Service

Contact Center & Omnichannel​

AWS & Google Have Left the Voice Biometrics Market, Microsoft Is Retreating: Why?

Contact Center & Omnichannel​

Why Government Contact Centers Are Embracing AI – And What Comes Next

Contact Center & Omnichannel​

US Senators Propose Bill to Mandate the Right to Human Customer Service

Customer Analytics & Intelligence

The Best Conversational AI Solutions for the Enterprise: Market Leading Vendors

CRM & Customer Data Management

HMRC Opens Up Bidding for It CRM Mega-Contract, Now Worth $2.7BN

Contact Center & Omnichannel​

The Top CPaaS Vendors for Enterprise CX: Architecting Intelligent Customer Journeys

Contact Center & Omnichannel​

Top Enterprise ERP Vendors: Secure, Scalable & Intelligent

Contact Center & Omnichannel​

“Significant” Amount of Customer Data Stolen in Qantas Contact Center Breach