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Contact Center & Omnichannel
Who’s Watching the AI? Scorebuddy Brings Oversight to Agentic Automation
Empathy, AI and the Contact Center Conundrum
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
Five9 Lays Off Three Senior Execs with Broader Jobs Cuts to Come, Sources
NiCE to Acquire Cognigy for $995MN, Wants to “Set a New Standard” for AI in Customer Experience
CRM & Customer Data Management
Salesforce Channels Is a Big Step In Converging CRM & UCaaS
Big CX News from SAP, ServiceNow, OpenAI & Zoom
ServiceNow Dismisses Concerns Over Its Moveworks Acquisition, Fires a Warning to the CRM Industry
Is CCaaS + UCaaS + CPaaS Compelling for Enterprise Contact Centers?
CRM vs. ERP: How Do They Differ, and Do I Need Both?
ServiceNow’s Internal AI Agents Generate $350M in Added Value, Spark Debate on Future of Jobs
Salesforce Undergoes Mass Reskilling, Fills Over Half of New Roles with Internal Hires
AI That Supports, Not Replaces: Rethinking Agent Assistance
Customer Analytics & Intelligence
Big CX News from Zoom, OpenAI, Salesforce, and Sanas
