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Contact Center & Omnichannel
Big CX News from Microsoft, Salesforce, Lenovo & Zoom
CRM & Customer Data Management
Salesforce Makes Changes to Its Agentforce Pricing Model (Again!)
Microsoft Steps Toward “Fully Autonomous Contact Centers” with a New-Look AI Agent
Customer Analytics & Intelligence
Gartner Magic Quadrant for Conversational AI Platforms 2025: The Rundown
A Customer Service AI Agent Spits Out Complete Salesforce Records in an Attack by Security Researchers
Workforce Engagement Management
Legacy Contact Center Metrics Are on the Way Out. Here’s What Will Replace Them.
Gartner Magic Quadrant for Sales Force Automation Platforms (SFA) 2025: The Rundown
Salesforce to Snap Up Waii, Boost Data Cloud & Tableau Next
Apple Releases a Customer Support Agent, But Should Have Much Greater Ambitions
The Big $1.5BN ServiceNow and Salesforce Investment in Genesys: 3 Hot Takes
AI Hallucinations Are a Roadblock. Here’s How PolyAI Is Helping Enterprises Push Past Them
Who’s Watching the AI? Scorebuddy Brings Oversight to Agentic Automation
Salesforce to Acquire Bluebirds, Continues to ‘Agentify’ the Enterprise
Why Is NiCE Spending Almost $1BN on Cognigy? A Deep Dive
Your Next Customers Will Be AI. Are You Ready?
Verizon Vows to Set “a New Standard” for Customer Service, Sets Out Its Plan
