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CRM & Customer Data Management
Salesforce to Acquire Bluebirds, Continues to ‘Agentify’ the Enterprise
Contact Center & Omnichannel
Why Is NiCE Spending Almost $1BN on Cognigy? A Deep Dive
Five9 CEO to Retire, Seeks an AI Innovator as His Replacement
Big CX News from NiCE, OpenAI, Five9, & Microsoft
Salesforce & ServiceNow Invest $1.5BN in Genesys
Verizon Vows to Set “a New Standard” for Customer Service, Sets Out Its Plan
First Contact Center Solution Certified for Microsoft Teams’ New Integration Model
Customer Analytics & Intelligence
“Totally, Totally Gone”: OpenAI CEO Sam Altman Predicts the End of Human Customer Service
Five9 Lays Off Three Senior Execs with Broader Jobs Cuts to Come, Sources
ServiceNow on the Upcoming “Extinction” of Traditional CRM, Its Big Google Deal, and Hiring
HubSpot Bolsters Its Landmark CRM-ChatGPT Integration, Unveils New Possibilities
NiCE to Acquire Cognigy for $995MN, Wants to “Set a New Standard” for AI in Customer Experience
Big CX News from SAP, ServiceNow, OpenAI & Zoom
Zendesk Gives Its Resolution Platform a Major Makeover, Rolls Out 30+ New Capabilities
ServiceNow Dismisses Concerns Over Its Moveworks Acquisition, Fires a Warning to the CRM Industry
Vodafone’s New “Just Ask Once” Feature Is a Step Toward Single-Channel Customer Service
