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The Contentsquare-Loris Acquisition: A Closer Look
CRM & Customer Data Management
ServiceNow on a Possible Expansion Into Marketing CRMs & Its Big Genesys Investment
Contact Center & Omnichannel
A Scammer Hijacks United Airlines’ Customer Support Line, Costing the Victim $17k
AWS & Google Have Left the Voice Biometrics Market, Microsoft Is Retreating: Why?
Workforce Engagement Management
A Verint Takeover Is Timely, But Would Have Industry-Wide Implications
Customer Service Has a New Front Door, and It’s Not Your Shiny Chatbot
Salesforce Channels Is a Big Step In Converging CRM & UCaaS
Customer Analytics & Intelligence
OpenAI’s New ChatGPT agent Will Find, Communicate with, and Buy from Businesses
Salesforce Follows ServiceNow’s Lead, Pivots to Building AI Agent Ecosystems
Microsoft’s Contact Center Celebrates Its First Birthday: 3 Takes on Its Journey So Far
Customer Engagement Platforms
Global Happiness Is Down, Customer Happiness Is Up: So What?
Salesforce on Its New Agentforce Pricing Model, Rebranding Einstein One
Salesforce Debuts Agentforce 3: The Top Takeaways
CX TV
NiCE Interactions 2025: A Review w/ Barry Cooper
Salesforce to Acquire Informatica for $8BN: 3 Big Talking Points
ServiceNow Knowledge 2025: 5 Top Takeaways
