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CRM & Customer Data Management
SAP Unleashes Several “Ready-to-Use” AI Agents, Introduces a Custom Builder
Customer Analytics & Intelligence
Customers Are Increasingly Choosing Third-Party Customer Service Experiences Over Yours, Says Gartner
Customer Experience Challenges: 7 Industry Pros Share Their Most Pressing Problems
Contact Center & Omnichannel
Avaya Is Making a “Significant Portion” of Its UK Staff Redundant, Sources
AI & Automation in CX
AI Agents Will Transform Voice of the Customer (VoC) Programs. Here’s How.
From Burnout to Point of Pride: Calabrio Study Reveals Shift in Contact Center Agent Experience
Case Study: Car Finance Broker Accelerates Growth with Contact Center Platform Improvements
10 Customer Experience Leaders Share Their Most Valuable Lessons
Workforce Engagement Management
Capacity Acquires YouCanBookMe, Expands Its Scheduling Automation Capabilities
Smarsh Acquires CallCabinet to “Transform” AI-Powered Voice Compliance in Customer Experience
Big CX News from ServiceNow, Zoho, Salesforce, & Kore.ai
New NICE CEO Scott Russell Shares His Vision, Spotlights Growth Opportunities
Did DeepSeek Just Transform Enterprise AI? Zoom’s CEO Shares His Perspective
Sridhar Vembu Steps Down as Zoho CEO, Shailesh Kumar Davey Takes His Place
ServiceNow Officially Enters the CRM Market
Most CX Practitioners Agree: Governments Should Mandate Humans-Led Customer Service
