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Customer Analytics & Intelligence
ING’s Approach to Conversational AI: “First Nail It, Then Scale It”.
CRM & Customer Data Management
ServiceNow Reimagines the ServiceNow Store for the AI Agent Era
Contact Center & Omnichannel
270,000 Samsung Customer Support Tickets Leak onto the Internet. Here’s What Happened.
AWS Shows How Far It Has Come with the Launch of the Next-Gen Amazon Connect
Event News
It’s Back! The CX Awards Returns for 2025
Twilio Introduces Generative Custom Operators to Pull Insights from Customer Calls
Sky Cuts Thousands of Contact Center Jobs to “Improve Customer Service”
How Syniverse and Adobe are Elevating Customer Engagement with Targeted SMS Messaging
Big CX News from Zendesk, Genesys, Microsoft & Accenture
Verint Secures a $27MN Megadeal, Finds Success in Hybrid Cloud Contact Centers
The Forrester Wave for CRM Software 2025: Top Takeaways
Microsoft Rebrands Its Contact Center Workspace, Stops Using the Term “Agent” for Live Reps
Zendesk Debuts a New CCaaS Platform, Wants to “Redefine” the Contact Center Landscape
Salesforce and Deloitte Strengthen Their Partnership to Apply AI Agents to “Every” Enterprise Process
Uncategorized
Qualtrics X4 2025: 5 Massive Announcements from the Experience Management Summit
Accenture Claims “Customer Service Is on the Brink”
