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CRM
No More “Ifs”: Why AI Is Now a Non-Negotiable for Government Customer Service
Contact Center
A Scammer Hijacks United Airlines’ Customer Support Line, Costing the Victim $17k
Voice of the Customer
Top Feedback Management Software Vendors in 2025: Tools That Turn Voices into Value
Is NPS Really BS? Another Study Suggests So
Customer Experiences in the US Hit a Record Low (Again!), Forrester Says
Workforce Engagement Management
3 In 5 Contact Center Agents Don’t Recommend Self-Service, Finds Gartner
Customer Data Platform
From CEO Dismissal to Courtroom Drama: Dubber Takes Legal Aim at BDO Over Missing AU$26.6m
CX
The Current State of Customer Service: A Breakdown
Happy Agent = Happy Customer: Why More Contact Centers Are Focusing on the Agent Experience
5 New Customer Expectations for 2025 (and How to Outpace Them!)
OpenAI Rolls Out Shopping in ChatGPT Following Rumors of a Big Shopify Partnership
The Convergence of AI, CX, and EX – A New Era for Customer Experience Professionals
Conversational AI
How Krisp’s AI Live Interpreter is a Win-Win for Contact Center Agents and Customers
Hardware Over Software: Cyber Acoustics’ Mission to Simplify Noise-Cancellation in Contact Centers
Krisp’s AI-Powered Live Interpretation: Breaking Language Barriers in Real-Time
CX TV
Salesforce Update – The Layoffs, 1,000 Agentforce Deals, & the AI Energy Score
