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Voice of the Customer
President Biden Announces New Customer Service Actions, Targets Subscriptions and ‘Doom Loops’
Contact Center
Channel Shift and Digital Transformation: Embracing True Omni-channel Customer Service
Workforce Engagement Management
6 Reasons to Invest in Real-Time Agent Assist Software
UK Council Cuts Contact Center Opening Times, Sees CSAT Surge
CRM
“Never Rational!” Pegasystems Reacts as $2BN Appian Case Is Overturned
Salesforce Goes All-In on GenAI In Customer Service with Its Einstein Service Agent
Agent Assist: Use Cases, Benefits, & Providers
AI Agent Assist Trends for the Contact Center
Salesforce Teases a New “Agentforce Platform” for Customer Support
CX TV
CEO Chat: Dave Michels Sits Down with Verint’s CEO Dan Bodner
HCLTech Implemented Amazon Connect, Now It’s Helping Other Enterprises Deploy the CCaaS Platform
BT Group Taps ServiceNow to Bring GenAI & Automation Into Its Contact Centers
Conversational AI
McDonald’s Abandons AI for Drive-Thru Orders – What’s Next for Fast-Food CX?
Vonage Selected by Global Automation Supplier for Improved Agent Experiences
Talkdesk Reveals Fresh GenAI Capabilities for Retail Users
Webex Announces New AI Features, Targeting CX and EX Shortcomings
