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Contact Center
Genesys and Zoom Quietly Push Customer Service and ITSM Closer Together
The Proposed US Bill to Mandate Human Customer Support: Everything That’s Wrong With It
Voice of the Customer
The Contentsquare-Loris Acquisition: A Closer Look
CRM
ServiceNow on a Possible Expansion Into Marketing CRMs & Its Big Genesys Investment
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
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
