Kishan Chetan
Customer experience voice
26 stories · newest first · 3 in 2026 · 0 in the last 90 days
Why Salesforce Agentforce Contact Center Just Changed the Automation Scorecard
Salesforce Agentforce Contact Center is building a strategy around resolving customer queries, not just deflecting them
Rebekah Carter · 14 min read · 17 Jul 2026
BT Touts Record Customer Satisfaction from Business Transformation as Salesforce Finds AI Agents Improve CX
BT reports record customer satisfaction as it expands AI-Ops with Accenture, reflecting Salesforce findings that AI agents deliver CX gains.
Nicole Willing · 4 min read · 21 May 2026
Enterprise Connect 2026: Why CX Leaders Are Being Forced to Grow Up About AI
Top CX themes at Enterprise Connect 2026, from AI ROI and agentic AI to trust, deepfake defense and the future of the contact center.
Rob Scott · 4 min read · 10 Mar 2026
CX Today's 12 Trends of Christmas: Expert Predictions for 2026
12 CX analysts, vendors, and practitioners share their biggest customer experience predictions for 2026, from agentic AI to data governance and personalization at scale.
Rhys Fisher · 1 min read · 23 Dec 2025
2025 CX Trends Part 1: How Agentic AI is Set to Deliver on Decades of Broken Promises
Gain valuable forecasts in CX Trend Series 2025 Part One, highlighting significant trends in customer experience and AI advancements.
Francesca Roche · 6 min read · 1 Dec 2025
Salesforce Moves to Fix AI’s Biggest CX Weakness
Salesforce is tackling AI reliability issues across service and commerce with eVerse and Agentforce - aiming to deliver safer, more predictable CX at scale.
Rhys Fisher · 6 min read · 18 Nov 2025
Dreamforce 2025: The Top Announcements, ft. Agentforce 360, The New Slack, & Apromore Acquisition
50,000 people are descending on San Francisco for one of the biggest events in the enterprise technology calendar: Dreamforce. The 23 rd annual conference is...
Chris Porter · 9 min read · 13 Oct 2025
The Latest BIG News from Salesforce, Zendesk, SAP & Qualtrics
From Salesforce's major ITSM push to Zendesk's slew of fresh AI features, here are extracts from some of this week’s most popular news stories. Salesforce Ma...
Rhys Fisher · 4 min read · 10 Oct 2025
Salesforce Makes Its Big ITSM Launch, Talks Differentiators Over ServiceNow
Salesforce has launched its new IT service management (ITSM) product: Agentforce IT Service. ITSM solutions help IT teams manage the services they offer acro...
Chris Porter · 4 min read · 9 Oct 2025
Salesforce Launches Agentforce Service, Claims “Era of Reactive Customer Support is Over”
Salesforce is aiming to combat rising customer demands with the release of Agentforce Service. The vendor claims that its latest solution is “directly addres...
Rhys Fisher · 4 min read · 6 Oct 2025The Latest BIG News from Salesforce, Genesys, ServiceNow, & RingCentral
From prominent customer experience providers entering new markets to more agentic AI advancements, here are extracts from some of this week’s most popular ne...
Charlie Mitchell · 3 min read · 12 Sept 2025
Salesforce Introduces Agentic IT Service to Compete with ServiceNow in ITSM
Salesforce has officially entered the ITSM space with the launch of Agentic IT Service. Last week, CEO Marc Benioff announced the company's plan to showcase ...
Rhys Fisher · 3 min read · 8 Sept 2025
Salesforce Releases Two Industry-Specific Agentforce Offerings in Three Days
Salesforce launched two industry-specific Agentforce offerings in three days last week. First came Agentforce for Public Sector, swiftly followed by Agentfor...
Charlie Mitchell · 6 min read · 25 Aug 2025
NiCE Tightens Its Salesforce Integration, Opens Up to Agentforce
NiCE has expanded its Salesforce partnership, announcing a deeper CCaaS-CRM integration. The integration builds on the 2022 release of Bring Your Own Telepho...
Charlie Mitchell · 3 min read · 12 Aug 2025
Salesforce Debuts Agentic Self-Service, Aims to “Revolutionize” Customer Portals
Salesforce has introduced agentic self-service at Customer Contact Week 2025. Essentially, it’s a customer portal that integrates with Agentforce – Salesforc...
Charlie Mitchell · 3 min read · 11 Jun 2025
Salesforce Launches Agentforce for HR Service, Confirms Move Into ITSM
Salesforce has dropped another new edition of Agentforce: Agentforce for HR Service. The announcement builds on the Employee Service module that Salesforce a...
Charlie Mitchell · 6 min read · 6 May 2025Big CX News from Salesforce, HubSpot, Microsoft & Five9
Another busy week for the customer experience and service sector has seen fresh capabilities from Salesforce, a HubSpot acquisition, Microsoft retiring its V...
Rhys Fisher · 4 min read · 13 Dec 2024
Salesforce Expands Service Cloud with Employee Service
Salesforce has expanded Service Cloud to support a new type of service: Employee Service. In doing so, the tech giant has added an HR solution – named "Emplo...
Charlie Mitchell · 3 min read · 12 Dec 2024
The Latest BIG News from Salesforce, Zoom, Twilio, & IBM
This week in CX has seen an integration expansion from Salesforce, a big CCaaS win for Zoom, a new AI release from Twilio, and an agentic AI announcement fro...
Rhys Fisher · 4 min read · 29 Nov 2024
Salesforce Expands Its Contact Center Integration Program, Leads a New Era of CX Convergence
Salesforce has launched a Bring Your Own Channel for CCaaS pilot program to deepen its integrations with cloud contact center providers. The pilot expands on...
Charlie Mitchell · 3 min read · 28 Nov 2024Big CX News from Google, HubSpot, Salesforce, & Kore.ai
This week, we see the latest installment of the Google/HubSpot saga, a bold Salesforce claim, legal issues for a Talkdesk customer, and a "GenAI Playground" ...
Rhys Fisher · 4 min read · 19 Jul 2024
Salesforce Launches Fully Autonomous AI Agent, Aims to Make Traditional Chatbots “Obsolete”
Salesforce has announced the Einstein Service Agent, the company’s first fully autonomous AI agent. Having been teased in an X post by CEO Marc Benioff earli...
Rhys Fisher · 3 min read · 17 Jul 2024
Salesforce Boosts Service Cloud Digital Engagement with Data-Harnessing Capabilities
Salesforce has revealed additional features for its Service Cloud Digital Engagement software. With a promise to “drive growth” and “unlock new revenue oppor...
Rhys Fisher · 4 min read · 27 May 2024Big CX News from AWS, Zoom, Salesforce & SugarCRM
This week in CX has seen the launch of an "AI Contact Center", CCaaS success from Zoom, data-harnessing from Salesforce, and a significant acquisition in the...
Rhys Fisher · 4 min read · 24 May 2024
Salesforce Releases Unified Knowledge Solution – Promises Personalization
Salesforce has launched its Unified Knowledge Solution, as the company targets personalization and efficiency gains. In a nutshell, Unified Knowledge collect...
Rhys Fisher · 3 min read · 7 May 2024
Salesforce: Contact Center Agents Spend Just 39% of Their Time Servicing Customers
A new Salesforce Customer Service Report highlights how contact center agents have become overburdened, spending "just 39 percent of their time servicing cus...
Rhys Fisher · 4 min read · 25 Apr 2024