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Contact Center & Omnichannel
Empathy, AI and the Contact Center Conundrum
Customer Service Has a New Front Door, and It’s Not Your Shiny Chatbot
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
Salesforce & ServiceNow Invest $1.5BN in Genesys
Your Next Customers Will Be AI. Are You Ready?
First Contact Center Solution Certified for Microsoft Teams’ New Integration Model
Five9 Lays Off Three Senior Execs with Broader Jobs Cuts to Come, Sources
CRM & Customer Data Management
ServiceNow on the Upcoming “Extinction” of Traditional CRM, Its Big Google Deal, and Hiring
Mastering the CX Trifecta: Satisfaction, AI, and Scale
Customer Analytics & Intelligence
Gartner Magic Quadrant for Communications Platform as a Service (CPaaS) 2025: The Rundown
HubSpot Bolsters Its Landmark CRM-ChatGPT Integration, Unveils New Possibilities
NiCE to Acquire Cognigy for $995MN, Wants to “Set a New Standard” for AI in Customer Experience
Big CX News from SAP, ServiceNow, OpenAI & Zoom
Zendesk Gives Its Resolution Platform a Major Makeover, Rolls Out 30+ New Capabilities
