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Customer Data Platform
Adobe Releases a Slew of AI Agents to Boost Customer Experiences
CRM
ServiceNow Debuts Agentic Playbooks to “Set a New Standard” for Workflow Automation
Salesforce Introduces Agentic IT Service to Compete with ServiceNow in ITSM
Big CX News from Salesforce, ServiceNow, HubSpot & Microsoft
Contact Center
Klarna Redeploys Staff to Customer Service, Pulls From Marketing, Engineering, and Legal Teams
Workforce Engagement Management
NVIDIA CEO: We’ll Be Busier in the Future Than We Are Right Now
Conversational AI
OpenAI’s Latest Moves Put Many Voice AI Startups on Notice
Big CX News from Verint, Accenture, Google & Avaya
Google Is Building AI Mode Agents to Automate Customer Support Tasks
Big CX News from Microsoft, Salesforce, Lenovo & Zoom
Microsoft Steps Toward “Fully Autonomous Contact Centers” with a New-Look AI Agent
Lenovo’s Customer Service AI Chatbot Got Tricked Into Revealing Sensitive Information. Here’s How.
Salesforce to Roll Up Regrello, Its Third Acquisition in Three Weeks
No More “Ifs”: Why AI Is Now a Non-Negotiable for Government Customer Service
Why Voice Automation Is Finally Ready to Resolve, Not Just Redirect
Big CX News from Salesforce, AWS, Pegasystems, RingCentral & NiCE
