Latest Generative AI News

Contact Center & Omnichannel​

BT Group Taps ServiceNow to Bring GenAI & Automation Into Its Contact Centers

CRM & Customer Data Management

Salesforce Unveils a “World First” Innovation to Optimize GenAI Implementations

CX TV

How to Use GenAI to Improve Customer Service AND Cut Costs

Customer Analytics & Intelligence

McDonald’s Abandons AI for Drive-Thru Orders – What’s Next for Fast-Food CX?

Customer Analytics & Intelligence

Microsoft Culls Its Copilot Pro GPT Builder: A Warning for Enterprise GenAI Adopters?

Contact Center & Omnichannel​

Big CX News from NICE, Genesys, Pega, & Sanas

Contact Center & Omnichannel​

The Top Ten Contact Center Technologies & Capabilities of 2024 (So Far!)

Contact Center & Omnichannel​

Talkdesk Reveals Fresh GenAI Capabilities for Retail Users

Contact Center & Omnichannel​

Verint Scores $13 Million Deal with Fortune 25 Brand

Customer Analytics & Intelligence

Pega Releases Its GenAI Blueprint 2.0, Gives Enterprises More Generative AI Choice

Contact Center & Omnichannel​

Big CX News from Microsoft, Five9, Salesforce, SAP & HubSpot

CX TV

AI In Customer Service: Lessons From A Leading CX Consultant & Analyst

CX TV

Axos Bank Introduces a AI + Human Maturity Model for CX

Customer Analytics & Intelligence

Webex Announces New AI Features, Targeting CX and EX Shortcomings

Contact Center & Omnichannel​

Five9 Integrates Salesforce’s Einstein into its AI Suite

Contact Center & Omnichannel​

Microsoft Announces a “Copilot-First” CCaaS Solution: The Dynamics 365 Contact Center