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HM Revenue & Customs has chosen Salesforce over Pegasystems in a £2.4BN contract tender for its CRM program. The decade-plus agreement adds an AI-driven customer data layer to a wider transformation of the U.K. tax authority’s contact center and digital services.
ISG’s Research Director, Keith Dawson, says the contact center is becoming a customer engagement hub, forcing buyers to weigh AI governance, context, quality automation, and IT alignment alongside vendor rankings. The practical test is whether platforms now fit the operating model the business needs
This week’s customer intelligence developments show why connected signals, human judgment, and accountability now matter more than dashboards. AI can accelerate insight, but fragmented customer context still prevents organizations from making consistently better experience decisions.
CCW Nashville returns to the Omni Nashville on October 7-9 with a program built around a tougher CX question: not whether AI can transform service, but how leaders can prove it improves outcomes without weakening trust, knowledge quality, or agent experience.
Braze used its Forge conference in Las Vegas this week to unveil a new wave of AI capabilities, from self-service decisioning to automated campaign. In an exclusive interview, Braze's VP of AI Decisioning Product George Khachatryan tells CX Today where the real shift lies.
Seismic has completed its merger with Highspot, creating a combined go-to-market performance platform serving millions of users. In this exclusive interview, CEO Rob Tarkoff tells CX Today why execution - not strategy - is where most revenue teams actually fall short.
Microsoft is putting CRM context into a proactive Copilot, Adobe is bringing real-time personalization to NHL fans, and Forrester has released its latest customer engagement Wave Report. The question is whether vendors can make customer engagement more useful without making it feel automated.
Ofcom’s investigations into Vonage and Voxbone shine a light on the issue of phone-number misuse. While neither company has been found to have broken the rules, the probes raise a wider question for CPaaS providers and enterprises around who is accountable when a trusted voice channel is exploited
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