Latest Automation News

Contact Center & Omnichannel​

Sprinklr Targets the CX Blind Spot With ViralMoment Deal

Marketing & Sales Technology

Lean DTC Teams Are Struggling With Personalization, Not Technology

Contact Center & Omnichannel​

Afiniti Wants to Own Contact Center AI Decisioning

AI & Automation in CX

Big CX News from Zoom, Salesforce, Sprinklr & IBM

AI & Automation in CX

The $735 Problem: Why Enterprise AI Governance is Set Up to Fail

AI & Automation in CX

Talkdesk Launches Proactive AI Agents, Urges Leaders to Stop Reacting to the Market

AI & Automation in CX

Salesforce’s AI Agents Are Now Outworking Its Human Support Teams

Contact Center & Omnichannel​

Customer Journey Mapping Broke in Omnichannel. Here’s What Replaces It

AI & Automation in CX

Fujitsu and Anthropic Put Human-in-the-Loop CX on Notice

AI & Automation in CX

Keep Your Contact Center AI Stack Flexible Without Vendor Lock In

AI & Automation in CX

Zoom Is Turning CX Into A Revenue Engine, Should Legacy CCaaS Be Worried

AI & Automation in CX

Big CX News from Zendesk, Qualtrics, 8×8 & Sprinklr

AI & Automation in CX

Kore.ai Makes Its Third Wave Play, Multi-Agent Orchestration For CX

AI & Automation in CX

Informatica from Salesforce Goes Headless Across Google Cloud, Snowflake, and Databricks

AI & Automation in CX

Openreach’s Brutal Honesty About What it Really Took to Transform CX at National Scale with NiCE

Contact Center & Omnichannel​

Detect, Decide, Route: A Practical Blueprint for Dual-Lane CX