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Contact Center
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
CRM
Salesforce Channels Is a Big Step In Converging CRM & UCaaS
Conversational AI
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
Loyalty Management
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
Analysts React to Another Troubling Contact Center AI Lawsuit: “We’re Going to See More!”
The New Microsoft Teams Unify Contact Center Integration Model: An Analysis
NICE Outlines Its Vision to Be a “System of Interaction”, Challenges New CCaaS-CRM Integrations
