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The Latest on Salesforce & ServiceNow’s $1.5BN Genesys Investment, NiCE-Cognigy, Five9’s Departures
CRM & Customer Data Management
HubSpot Has Rebuilt Its Funnel, and It’s Working
Customer Analytics & Intelligence
Apple Releases a Customer Support Agent, But Should Have Much Greater Ambitions
The Big $1.5BN ServiceNow and Salesforce Investment in Genesys: 3 Hot Takes
Contact Center & Omnichannel
RingCentral Recommits to NiCE, Explains Where Its Own CCaaS Solution Fits
AI Hallucinations Are a Roadblock. Here’s How PolyAI Is Helping Enterprises Push Past Them
Pegasystems Promises “Industry-First” Customer Self-Service Capabilities with Its Latest Launch
AWS Pushes a Lightweight Version of Amazon Connect for SMBs
US Senators Propose Bill to Mandate the Right to Human Customer Service
Salesforce to Acquire Bluebirds, Continues to ‘Agentify’ the Enterprise
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
