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Contact Center & Omnichannel
Amazon Connect Boosted by Step-by-Step Guide Enhancement
Gartner Magic Quadrant for Communications Platform as a Service (CPaaS) 2024
CRM & Customer Data Management
CRM for Customer Service: AI, Other Trends, & Providers
Big CX News from AWS, Snapchat, Sprinklr & IBM
Snapchat and Sprinklr Team Up to Help Brands Target Younger Customers
Customer Analytics & Intelligence
Target Announces “Transformative” GenAI Chatbot for Team Members
NICE Mpower: Is It Really the “Holy Grail” of CX?
IBM & Kyndryl Sued for Age Discrimination…Again
JD Sports Leverages Airship Enhancements to Elevate Mobile App CX
Zendesk Targets “Essential” AI Startups with Global VC Arm
Big CX News from Salesforce, Microsoft, BT & ServiceNow
BT Group Taps ServiceNow to Bring GenAI & Automation Into Its Contact Centers
Zoom Adds New Agent-Assist, Translation, & SMS Capabilities to Its Contact Center
Customer Engagement Platforms
Alleged Hacking Group Leader Behind Twilio, LastPass, & Mailchimp Breaches Arrested
Salesforce Unveils a “World First” Innovation to Optimize GenAI Implementations
McDonald’s Abandons AI for Drive-Thru Orders – What’s Next for Fast-Food CX?
