Latest Update News

Contact Center & Omnichannel​

Klarna Grapples with AI-Led Customer Service, Pivots to an “Uber Type of Setup”

CRM & Customer Data Management

The Latest BIG News from ServiceNow, Salesforce, SAP, & Talkdesk

Contact Center & Omnichannel​

RingCentral Surpasses 1,000 RingCX and AI Receptionist Customers

CRM & Customer Data Management

SAP Is Building a “Modern and Composable” Customer Experience Suite

CRM & Customer Data Management

ServiceNow Knowledge 2025: All 11 Major Announcements

Contact Center & Omnichannel​

Zendesk CEO: AI Is Already Hallucinating Less Than Humans Are Making Mistakes

Contact Center & Omnichannel​

Reducing CX Friction: How CallTower Uses Conversational AI to Personalize Support

Customer Analytics & Intelligence

Adobe vs. Optimizely: Which Is the Better DXP? (A 2025 Comparison)

Contact Center & Omnichannel​

Talkdesk Drops Two New CCaaS Products, Targets Small Businesses and Utility Companies

Customer Analytics & Intelligence

IBM Declares “the Era of AI Experimentation Is Over”, Reveals Its Agentic AI Gameplan

CRM & Customer Data Management

ServiceNow Unveils a Unified CRM Platform to Disrupt an “Industry Built on Outdated Systems”

CRM & Customer Data Management

Salesforce Launches Agentforce for HR Service, Confirms Move Into ITSM

Contact Center & Omnichannel​

Analysts React to Another Troubling Contact Center AI Lawsuit: “We’re Going to See More!”

CRM & Customer Data Management

Salesforce CEO Slams Microsoft for the “Horrible Things” It Did to Slack, Warns of an OpenAI Repeat

Customer Analytics & Intelligence

Gartner Magic Quadrant for Voice of the Customer (VoC) Platforms 2025: The Rundown

Workforce Engagement Management

Microsoft Brings Workforce Engagement Management to the Dynamics 365 Contact Center