Latest Customer Engagement Platform News

Community & Social Engagement

Is Your Community Strategy Quietly Eroding Trust by Controlling Too Much?

AI & Automation in CX

Openreach’s Brutal Honesty About What it Really Took to Transform CX at National Scale with NiCE

CRM & Customer Data Management

How to Build a Real-Time Customer Data Layer That Reflects Behaviour, Not History

Customer Engagement & Journey Orchestration

How to Build a Decision-Led Orchestration Engine That Adapts Faster Than Customers Change

Community & Social Engagement

Brand Awareness Is Overrated, Sprinklr Social Index Finds

Community & Social Engagement

How to Turn Community Engagement Into a Measurable Revenue Driver Instead of a Vanity Metric

AI & Automation in CX

Anthropic Targets SMB AI Adoption Gap with Claude for Small Business

Customer Engagement & Journey Orchestration

Why Does Your “Real-Time” Customer Engagement Arrive Too Late to Matter?

Community & Social Engagement

Why Are Your Most Valuable Customers Engaging Everywhere Except Your Community Platform?

AI & Automation in CX

“Customers Are Willing To Pay for AI if It’s Good AI,” Says RingCentral

AI & Automation in CX

Intercom Wants to End the Support-to-Sales Handoff Problem

AI & Automation in CX

Big CX News from ServiceNow, Five9, Twilio & Microsoft

Customer Engagement & Journey Orchestration

Google Cloud Powers Hyper-Personalized Shopping for OTB’s Fashion Brands

Contact Center & Omnichannel​

Genesys Brings Voice to WhatsApp to Fix Channel-Switching

Customer Engagement Platforms

Twilio Evolves From CPaaS Origins With Next‑Gen Customer Engagement Platform

AI & Automation in CX

The Deflection Trap: Why Routing Metrics Don’t Equal Resolution