Beyond the Bot: Why the Next Generation of Virtual Agents Are Built for Orchestration, Not Just Automation
Some frustrations in life are fairly universal. Whether it’s someone stealing the parking spot right outside your house, accidentally stubbing your toe, or h...
Rhys Fisher · 15 Jul 2026
AI Can Make Service Faster, But Can It Make It Feel More Human?
AI customer service is moving quickly, but customers are not asking brands to replace empathy with efficiency. That is the tension at the heart of ServiceNow...
Rob Wilkinson · 13 Jul 2026
Your Contact Center AI Is Cutting Costs; It Should Be Driving Revenue
You’d be surprised at just how many CEOs are picking up the phone and calling their own contact centers. Not to check on staffing levels or review a transcri...
Rhys Fisher · 9 Jul 2026
The Revenue Handoff Problem: Why CX Signals Still Don't Flow Cleanly Into RevTech Stacks
Why CX data still fails to reach CRM, CDP and RevTech systems and what buyers should ask about integration and revenue intelligence.
Nicole Willing · 24 Jun 2026
How Pets at Home Is Putting the Lead on Connected Pet Care With Salesforce
Explore Pets at Home’s Salesforce CRM transformation, unifying retail, vet services and insurance with a single customer view and AI ambition.
Nicole Willing · 4 Jun 2026
Turning CRM Data Into Action: A Practical Playbook for CX Leaders
Learn how CX leaders can turn CRM and CDP data into systems of action with AI and outcome-led metrics that reduce customer effort.
Nicole Willing · 19 May 2026
The 2026 Headless Market: The Four Enterprise Strategies Reshaping CX Software
Explore four headless strategies reshaping enterprise CX, from composable commerce to AI-driven workflow automation.
Francesca Roche · 13 May 2026
8x8 Updates CX Platform to Tackle the Bottlenecks Stalling AI Deployments
8x8 updates its CX platform to limit AI deployment bottlenecks with faster native agent builds and expanded CRM integrations.
Nicole Willing · 6 May 2026
Salesforce Aims to Close the CX Gap by Letting AI Agents Run Operations
Salesforce expands Agentforce with Operations and deeper Slack-CRM integration, to help limit back-office bottlenecks in customer experience.
Nicole Willing · 30 Apr 2026
The AI Fix for Vanishing Customer Journeys
Christopher Carey sits down with Gaurav Anand, Global Head of Customer Interaction Suite at Tata Communications , to explore why customer journeys break down...
Christopher Carey · 15 Apr 2026
Why Salesforce's Agentforce Contact Center Won't End the CCaaS-CRM Battle
Salesforce is pushing hard into the contact center with Agentforce, but experts say the CCaaS-CRM convergence battle is far from over.
Rhys Fisher · 2 Apr 2026
Agentforce Contact Center and the New Battle Line: Where Should CX Live?
Salesforce Agentforce Contact Center splits analysts and vendors. Here’s what CRM-native CCaaS means for CX leaders weighing consolidation vs flexibility.
Rob Wilkinson · 30 Mar 2026
Big CX News from Salesforce, Zendesk, NiCE & AWS
The biggest news and announcement from the world of CX: Salesforce, Zendesk, NiCE, AWS, Enterprise Connect
Rhys Fisher · 13 Mar 2026
From Queue to Conversation: Redesigning the Service Journey
The queue is dead. Or at least, it should be. For decades, customer service was designed around scarcity. Limited agents, finite capacity, customers waiting ...
Rob Wilkinson · 17 Feb 2026
Benioff Calls Copilot “Clippy 2.0”... Again, Says Slackbot Solves Customer Context Gaps
Salesforce CEO Marc Benioff takes another shot at Microsoft Copilot, calling it "Clippy 2.0" while positioning Slackbot as the better tool for customer briefings and CRM integration.
Rhys Fisher · 4 Feb 2026