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Contact Center
Verint Plans a Hiring Spree, Expands Its Global Innovation Center
Big CX News from Google, Cisco, HubSpot, & Pega
CRM
Pegasystems Announces a “First-of-Its-Kind” Orchestration Capability for AI Agents
Conversational AI
Customers Are Increasingly Choosing Third-Party Customer Service Experiences Over Yours, Says Gartner
Cisco Makes Its AI Assistant Available on the Webex Contact Center, Integrates an AI Agent
Salesforce Launches a “First-of-Its-Kind” Benchmarking Tool to Compare the Energy Consumption of AI Models
Big CX News from Zoho, Google, Cisco, & Salesforce
Voice of the Customer
AI Agents Will Transform Voice of the Customer (VoC) Programs. Here’s How.
Microsoft Sees “Rapid Growth” in CCaaS, Credits Its Reputation for GenAI Innovation
Zoho Previews AI Agents, Teases Low Pricing, & Shares More on Its CEO Transition
Bridging the AI Skill Gap: The Urgent Challenge for CX Leaders
Salesforce Quietly Cuts 1,000 Jobs Amid Hiring Push, Sources Say
Google Launches an AI Agent That Will Call Customer Service for You
Cisco Researchers Shred DeepSeek, Blast Its “Safety and Security”
HubSpot’s Prospective AI Agent Platform Races Past 500,000 Users
What’s Next for Salesforce Service Cloud? 6 Key Features from the Spring ‘25 Release
