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CRM & Customer Data Management
Marc Benioff on “Dumpster Fire” Layoffs & How Salesforce Bounced Back
Contact Center & Omnichannel
Microsoft’s Big Contact Center Push? 2025 Seems Set to Be the Year
Barak Eilam Officially Steps Down as NICE CEO, Scott Russell Takes Over
AWS Demonstrates How to “Easily” Create Customer Self-Service Journeys
Customer Analytics & Intelligence
Microsoft CEO: AI Agents Will Transform SaaS as We Know It
Big CX News from Salesforce, Twilio, Microsoft, & HubSpot
Enghouse Acquires Aculab, Boosts Its CPaaS Capabilities
Twilio Advances Its Voice AI with Conversation Relay, Releases Studio 2.0 In Beta
HubSpot Ventures Makes Agentic AI for SMBs a Primary Investment Goal for 2025
“Unofficial” Third-Party GenAI Tools Will Solve 40% of all Customer Service Issues by 2027, Gartner Predicts
Microsoft Announces Multilingual Contact Center Voice Agents
44% of Service Leaders Explored a Customer-Facing GenAI Voicebot in 2024
Genesys Reaches $1.8BN in Annual Recurring CCaaS Revenues
Big CX News from Salesforce, HubSpot, Microsoft & Five9
30% of Fortune 500 Will Embrace Single-Channel Customer Service by 2028, Gartner Predicts
Salesforce Expands Service Cloud with Employee Service
