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CRM & Customer Data Management
Salesforce Drops Another Version of Agentforce, This Time Targeting Field Service
Microsoft Outlook Warns Businesses: Authenticate Your Emails or Get Used to the Spam Folder
Contact Center & Omnichannel
Twilio Brings Attention-Based Routing to Contact Centers
Workforce Engagement Management
Shopify CEO Directs His Team: Hire an AI Before You Hire a Human
Zendesk Frames Its New CCaaS Solution as “Un-CCaaS”: Why?
Salesforce Is “Hiring Aggressively” In Some Areas, But Letting Customer Support Agents Go
HubSpot’s Founder Predicts the Next Big Thing In Enterprise AI
CX TV
Salesforce Update – The Google Gemini Announcement, Agentforce 2dx, & ITSM Push
Customer Analytics & Intelligence
Twilio Disputes Reports of a Data Hack Impacting 848,000 of Its Customers
Big CX News from ServiceNow, Genesys, Salesforce, Twilio & Zendesk
ServiceNow Boosts Its CRM Credentials with Logik.ai Acquisition
Big CX News – The Latest on the New Amazon Connect, Zendesk’s New Contact Center Platform
200+ Contact Centers Implement the CX Cloud from Genesys and Salesforce
8×8 Makes Four Big Moves to Close the Gaps Between CCaaS, UCaaS, & CPaaS
Zendesk Outlines Its Unique Pricing Strategy for AI Agents
ING’s Approach to Conversational AI: “First Nail It, Then Scale It”.
