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Contact Center
The Future of CCaaS & CRM Integrations: 5 Bold Takes
Conversational AI
Pegasystems Promises “Industry-First” Customer Self-Service Capabilities with Its Latest Launch
How to Spot AI That Delivers: A Buyer’s Guide
US Senators Propose Bill to Mandate the Right to Human Customer Service
Empathy, AI and the Contact Center Conundrum
Why Is NiCE Spending Almost $1BN on Cognigy? A Deep Dive
Five9 CEO to Retire, Seeks an AI Innovator as His Replacement
Big CX News from NiCE, OpenAI, Five9, & Microsoft
Salesforce & ServiceNow Invest $1.5BN in Genesys
Verizon Vows to Set “a New Standard” for Customer Service, Sets Out Its Plan
How AI Is Revolutionizing Modern Contact Centers
CRM
ServiceNow on the Upcoming “Extinction” of Traditional CRM, Its Big Google Deal, and Hiring
Mastering the CX Trifecta: Satisfaction, AI, and Scale
HubSpot Bolsters Its Landmark CRM-ChatGPT Integration, Unveils New Possibilities
Why CX Leaders Are Tired of AI That Doesn’t Work
Voice of the Customer
The Top VoC Solutions to Explore in 2025
