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Contact Center & Omnichannel
Why Aren’t Customer Service Teams Ready for Machine Customers?
Customer Analytics & Intelligence
The Conversational AI Blueprint: A Cautious Approach to Contact Center Bots
Avaya Is Set to Exceed Revenue Forecasts as Its Enterprise Retention Rates Hold Firm
Kore.ai Releases “Lighter, Less Expensive” LLMs for Customer Experience Use Cases
New GenAI-Powered Platform Addresses 80% of Customer Problems Without a Live Agent, Claims Khoros
New York City’s Microsoft-Powered Chatbot Tells Business Owners to Break the Law
The Hottest Trends in Contact Center Conversational Intelligence
Talkdesk Announces an “Industry-First” GenAI Suite for On-Premise Contact Centers
Zendesk to Acquire Service Automation Provider Ultimate
Big CX News from Talkdesk, Salesforce, Teleperformance, & More
Talkdesk Launches a GenAI-Powered Autopilot, Targets Banking and Retail
CRM & Customer Data Management
Salesforce CEO Marc Benioff Warns of More GenAI Chatbot Blunders
NICE Records 375% Growth in Enlighten Bookings
Workforce Engagement Management
AI in Workforce Engagement Management: What You’re Missing, and What’s Coming
Gartner Warns that GenAI “Will Directly Lead to the Death of a Customer” by 2027
By 2028, the EU Will Mandate “the Right to Talk to a Human” In Customer Service, Predicts Gartner
