Rory Read
Customer experience voice
20 stories · newest first · 4 in 2026 · 3 in the last 90 days
Customer Engagement Weekly Roundup: Sprinklr Chases the Action Layer as AI Agents Demand Better Context
This week’s customer engagement news covers Sprinklr, Tealium, LivePerson, and Monte Carlo’s latest AI and journey updates
Rhys Fisher · 5 min read · 15 Sept 2026
Customer Intelligence Is Entering Its Action Era
Salesforce reportedly explores a $2BN Listen Labs deal as OpenAI pushes AI safety rules and Sprinklr advances AI-powered intelligence.
Francesca Roche · 4 min read · 10 Sept 2026
Can Sprinklr Customers Keep Up With Its AI-Powered CX Ambitions?
Sprinklr is scaling customer intelligence and agentic AI, yet data quality and workflow design remain critical customer hurdles.
Francesca Roche · 6 min read · 3 Sept 2026
Sprinklr’s Earnings Signal a Shift Toward AI-Native CX Platforms
Sprinklr’s Q4 FY26 earnings highlight a shift toward AI-native CX platforms as Project Bear Hug sharpens execution and enterprise demand grows.
Rob Wilkinson · 4 min read · 12 Mar 2026
Can Sprinklr’s Bear Hug Stop Revenue Slide in 2025?
Explore Sprinklr's Project Bear Hug aimed at strengthening ties with top clients and boosting enterprise engagement.
Rhys Fisher · 5 min read · 4 Dec 2025
Sprinklr Launches Three New AI-Powered Innovations - How Do They Work?
Sprinklr has announced the launch of its three new AI-powered innovations: Sprinklr Copilot, Sprinklr AI Agents, and Enhanced Customer Feedback Management. S...
Francesca Roche · 3 min read · 30 Sept 2025
CXUnifiers 2025: An Event Designed to Unite Customer Experience Teams
Customer experience isn’t a job title, a department, or a project to check off a list. Instead, the reality customers feel is the result of promises made by ...
Nicole Willing · 4 min read · 24 Sept 2025
The Best Conversational AI Solutions for the Enterprise: Market Leading Vendors
Conversational AI solutions are advancing rapidly across the customer experience space and beyond. We’re not just dealing with chatbots anymore. Today’s syst...
Charlie Mitchell · 15 min read · 23 Jul 2025
An Analyst's Take on the Forrester Wave for Contact Center as a Service (CCaaS) 2025
Decision tools such as the Gartner Magic Quadrant and Forrester Wave have become relied upon by IT decision makers to help clarify the muddy waters of techno...
Zeus Kerravala · 6 min read · 7 Jul 2025
Gartner Magic Quadrant for Voice of the Customer (VoC) Platforms 2025: The Rundown
In a repeat of last year, Qualtrics and Medallia lead the Gartner Magic Quadrant for VoC platforms 2025. However, a new entrant joins them: Sprinklr. It shoo...
Charlie Mitchell · 8 min read · 2 May 2025
Sprinklr Slashes 15% of Staff, But Keeps Hiring in “Prioritized Areas”
Sprinklr has confirmed plans to lay off 15 percent of its workforce, amounting to approximately 500 employees. The CX management platform provider cited poor...
Rhys Fisher · 4 min read · 7 Feb 2025
EE Deploys Sprinklr for CCaaS & More, Automates 60,000 Customer Conversations a Week
EE has implemented Sprinklr Unified-CXM across its customer experience operations. The Unified-CXM offering houses Sprinklr’s solutions for contact center, m...
Charlie Mitchell · 3 min read · 12 Dec 2024
The Latest BIG News from Freshworks, Sprinklr, Afiniti & Shopify
This week in CX has seen layoffs at Feshworks, a new CEO for Sprinklr, financial troubles for Afiniti, and a war of words between Shopify and Salesforce. Her...
Rhys Fisher · 4 min read · 8 Nov 2024
Sprinklr Appoints Rory Read as CEO, Scraps Its Co-CEO Strategy
Sprinklr has confirmed the appointment of Rory Read as the company’s new CEO and President, effective immediately. The former Vonage head honcho will take ov...
Rhys Fisher · 4 min read · 5 Nov 2024
Vonage Reveals Revenue Decline, Cuts Back On Its Global Operations
Vonage has revealed that its revenues dropped five percent year-over-year (YoY) in Q1. The news comes as Ericsson – which acquired Vonage in 2022 – released ...
Charlie Mitchell · 3 min read · 18 Apr 2024
The Latest BIG News from Twilio, Vonage, Microsoft, & Salesforce
From reports of a shock acquisition to a CEO departure, here are some extracts from our most popular news stories over the last seven days. Reports: MessageB...
Charlie Mitchell · 5 min read · 2 Feb 2024
Vonage CEO to Step Down on Thursday, Longstanding Ericsson Exec to Steady the Ship
Vonage CEO Rory Read will vacate his position on Thursday, February 1, 2024. Read has held the position since July 2020 after taking over from Alan Masarek, ...
Charlie Mitchell · 3 min read · 30 Jan 2024
Ericsson to Complete Vonage Acquisition
Ericsson will complete its acquisition of Vonage before July 21, 2022, as per its Merger Agreement. The news comes after the Committee on Foreign Investments...
Charlie Mitchell · 2 min read · 15 Jul 2022
Ericsson to Acquire Vonage for $6.2B
Ericsson has entered into an agreement to acquire Vonage to “expand globally in the wireless enterprise”. The acquisition will see the combined offering of V...
Sandra Radlovački · 2 min read · 22 Nov 2021
Vonage Acquires Jumper.ai to Enhance Commerce Solutions
Vonage announced that it has acquired Jumper.ai, a Singapore-based omnichannel conversational commerce solutions firm. With this acquisition, Vonage gains si...
Sandra Radlovački · 2 min read · 20 Oct 2021