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Contact Center
HP Deliberately Makes Customers Wait 15 Minutes for Service, Backs Down After Fiery Feedback
CX TV
The Latest on Avaya Trimming Its Customer Base & Google’s Bot That Calls Customer Service for You
Conversational AI
The Choice is Yours: Google & Salesforce Team up on AI Agents
Zoom Resolves 97% of Customer Queries with Its Own Virtual Agent
Google Is Creating a Chatbot That Will Take Calls on Your Behalf
Customers Are Increasingly Choosing Third-Party Customer Service Experiences Over Yours, Says Gartner
Genesys Aims to Solve the Contact Center AI Pricing Dilemma with Tokenization
Don’t You Call Me a Virgin, Says Virgin Money’s Chatbot
Copilots & Virtual Agents: Where Should They Fit in Your CX Strategy?
Green CX: Why It Should Be on Your 2025 Agenda
Contact Center AI Is Triggering Customers. Here’s How to Course Correct
Raw and Unfiltered: 8 Reddit Communities Where CX Professionals Keep It Real in 2025
Which Are the Leading “Intelligent Contact Center” Providers? Aragon Research Gives Its Take
Contact Center AI in 2025: Why the Tools Must be Tasked with Solving Real-World Problems
Where Should I Start with Contact Center GenAI?
A Chatbot’s Journey from Frustration to Enlightenment
