The End of Separate Sales and Support Journeys?
CX leaders must rethink AI as customer support, sales qualification, and revenue generation begin to merge.
Francesca Roche · 9 Jul 2026
Big CX News from Salesforce, Anthropic, Five9 & WordPress
Salesforce acquires Fin, Anthropic faces a government shutdown, and consumers push back against AI-branded products in this week's round-up.
Francesca Roche · 19 Jun 2026
Salesforce Expands Headless 360 Vision with Contentful Acquisition
Salesforce’s Contentful acquisition strengthens AI and headless CX strategies, but concerns remain around complexity and execution.
Francesca Roche · 2 Jun 2026
Admiral Acquires Flock to Tackle CX Friction in Commercial Fleet Insurance
Admiral acquires Flock to reduce claims friction, improve transparency, and deliver more proactive customer experiences in fleet insurance.
Francesca Roche · 1 Jun 2026
What Verint's Mass Layoffs Mean for Your CX Tech Stack
Verint has laid off hundreds following its $2B Thoma Bravo acquisition. Here's what the merger means for customers and the WEM market.
Rhys Fisher · 4 Mar 2026
Virgin Media O2’s £2BN Netomnia Deal Takes Aim at BT’s Broadband Lead
Telefónica and Liberty Global plan to acquire altnet for £2BN, expanding network, customer base, and competitiveness against BT Openreach.
Francesca Roche · 3 Feb 2026
ServiceNow Says AI Adoption Is Now the Main Driver of Growth and Demand
ServiceNow says AI adoption is driving customer demand and revenue growth, gaining in its AI Control Tower, products, and acquisitions.
Francesca Roche · 29 Jan 2026
Microsoft Acquires Osmos to Advance Its Data Unification Strategy
Microsoft has announced its decision to acquire Seattle-based startup Osmos . Osmos utilizes autonomous AI to transform raw data into analytics-ready and AI-...
Francesca Roche · 7 Jan 2026
Cognizant Acquires 3Cloud, Creating Microsoft Azure Powerhouse for Enterprise AI
Cognizant completes acquisition of 3Cloud, creating 21,000+ Azure specialist powerhouse for enterprise AI transformation. What CX leaders need to know about Ravi Kumar S's strategy and Microsoft partnership implications.
Rob Wilkinson · 6 Jan 2026
Accenture Acquires Faculty to Scale Safe Enterprise AI
Accenture acquires AI specialist Faculty to strengthen AI safety, decision intelligence, and enterprise-scale deployment.
Rhys Fisher · 6 Jan 2026
Zendesk Acquires Unleash, Introduces AI Enterprise Search Tool
Zendesk has acquired technology provider Unleash to integrate AI search capabilities into its customer services offerings. By implementing its capabilities w...
Francesca Roche · 22 Dec 2025
ServiceNow Completes Moveworks Acquisition, Cementing Its Agentic AI Ambitions
ServiceNow has finalized its Moveworks acquisition, strengthening its agentic AI strategy with a powerful conversational front door and autonomous workflow capabilities.
Rhys Fisher · 15 Dec 2025
Thoma Bravo Closes Verint Deal, Creating the “Industry’s Most Comprehensive AI-Powered CX Platform”
Explore the Thoma Bravo Verint acquisition and its implications for AI-powered customer experience platforms.
Rhys Fisher · 10 Dec 2025
UJET Acquires Spiral: Rewriting the CX AI Rulebook
UJET isn’t just buying tech — it’s buying a new blueprint for customer care. In this must-watch interview, Baker Johnson CBO at UJET explains how Spiral’s AI...
Rob Scott · 4 Dec 2025
Is AI Consolidation A Good Thing, or Just the Next Threat for CX Leaders to Overcome?
AI consolidation is reshaping CX platforms. Discover how unified stacks, major acquisitions, and new pricing models affect enterprise buyers.
Rebekah Carter · 27 Nov 2025
Zoom Reveals AI Transformation Strategy in Latest Earnings Report
Zoom has announced its decision to double down on its AI-first vision across communications. The communications platform disclosed its Q3 earnings on Monday,...
Francesca Roche · 25 Nov 2025
Will Salesforce’s Informatica Acquisition Make Agentforce Unstoppable?
Explore the Salesforce Informatica acquisition and its impact on AI-powered data management capabilities for enterprises.
Rhys Fisher · 19 Nov 2025
Big CX News from Amazon, Zoom, Gartner & Zendesk
Catch up on this week’s top customer experience news, including Amazon’s legal battle, Zoom’s small business acquisition, Gartner’s CEC 2025 report, and Zendesk phishing alerts.
Rhys Fisher · 7 Nov 2025
Zoom Eyes the Small Business CX Market with Bonsai Buy
Zoom acquires Bonsai to bring AI-powered client management tools to small businesses, expanding its customer experience offerings.
Rhys Fisher · 6 Nov 2025
Qualtrics to Snap Up Press Ganey Forsta in $6.75BN Deal, Consolidate the VoC Market
Qualtrics has agreed to acquire Press Ganey Forsta for $6.75BN. Press Ganey Forsta, often referred to as "PG Forsta", is a rising force in the voice of the c...
Nicole Willing · 7 Oct 2025
The Latest BIG News from ISG, Thoma Bravo, Talkdesk, & Verint
From key insights in this year's ISG Contact Center Buyers Guide to new specialized bots at Verint, here are extracts from some of this week’s most popular n...
Francesca Roche · 26 Sept 2025
Thoma Bravo to Snap Up PROS for $1.4BN, Follow Up Its Verint & Dayforce Acquisitions
Thoma Bravo has agreed to acquire PROS, a prominent AI-powered pricing and revenue management software provider. The all-cash deal is valued at approximately...
Nicole Willing · 23 Sept 2025
From UCaaS to CX Powerhouse: How CallTower Is Redefining CCaaS Delivery
Watch on Youtube In this episode of CX Today, host Kieran Devlin sits down with William Rubio, Chief Revenue Officer at CallTower , and Joe Bigio, SVP of CCa...
Kieran Devlin · 10 Sept 2025
SoundHound AI Acquires Interactions for $60MN, Converges the Conversational AI Space
;SoundHound AI has swooped for Interactions, a rival developing conversational AI solutions for customer support. The $60MN deal follows its $80MN acquisitio...
Charlie Mitchell · 9 Sept 2025
RingCentral Acquires CommunityWFM, Boosts Its Contact Center Platform
RingCentral has snapped up CommunityWFM, the workforce management (WFM) tech provider. The move aims to bolster RingCentral's cloud contact center solution: ...
Charlie Mitchell · 8 Sept 2025
The Latest on Thoma Bravo Rolling Up Verint, Salesforce's Acquisition Streak, & More
CX Today's Charlie Mitchell hosts a panel discussing trending news from across the customer experience space. Five prominent CX analysts join the panel to ru...
Charlie Mitchell · 3 Sept 2025Big CX News from Verint, Accenture, Google & Avaya
From a $2BN Verint takeover to Avaya's company-wide voluntary exit packages, here are extracts from some of this week’s most popular news stories. Verint Con...
Rhys Fisher · 29 Aug 2025
Accenture Snaps Up NeuraFlash, a Prominent Salesforce & AWS Consulting Company
Accenture has confirmed it's set to acquire the consulting firm NeuraFlash. NeuraFlash chiefly provides services and solutions for businesses committed to Sa...
Rhys Fisher · 28 Aug 2025
The Contentsquare-Loris Acquisition: A Closer Look
CX Today takes a closer look at Contentsquare's acquisition of Loris AI, and how merging digital journey analytics with conversational intelligence reshapes CX.
Alex Cole · 26 Aug 2025
Salesforce to Roll Up Regrello, Its Third Acquisition in Three Weeks
Salesforce has signed an agreement to acquire Regrello, extending its recent spending spree. Indeed, the deal marks Salesforce’s third acquisition in three w...
Rhys Fisher · 19 Aug 2025Big CX News from Microsoft, Salesforce, Cisco & NiCE
From another Salesforce acquisition to a pair of Cisco 'megadeals', here are extracts from some of this week’s most popular news stories. Microsoft to Scrap ...
Rhys Fisher · 15 Aug 2025
A Verint Takeover Is Timely, But Would Have Industry-Wide Implications
Verint is the vendor many enterprises turn to when their contact center is missing one or two enterprise-grade solutions. Its workforce engagement management...
Charlie Mitchell · 12 Aug 2025Big CX News from Salesforce, AWS, Pegasystems, RingCentral & NiCE
From a fresh Salesforce acquisition to a lightweight version of Amazon Connect for SMBs, here are extracts from some of this week’s most popular news stories...
Rhys Fisher · 8 Aug 2025
The Latest on Salesforce & ServiceNow's $1.5BN Genesys Investment, NiCE-Cognigy, Five9's Departures
Watch on YouTube. CX Today's Charlie Mitchell hosts a panel discussing trending news from across the customer experience space. Five prominent CX analysts jo...
Charlie Mitchell · 7 Aug 2025
Why Is NiCE Spending Almost $1BN on Cognigy? A Deep Dive
This week, CCaaS leader NiCE announced it was acquiring Cognigy, one of the pioneers in the conversational AI space, for $955MN. That $955MN figure represent...
Zeus Kerravala · 1 Aug 2025
NiCE to Acquire Cognigy for $995MN, Wants to "Set a New Standard" for AI in Customer Experience
NiCE has agreed a $955MN deal to acquire Cognigy, the prominent enterprise conversational and agentic AI provider. Cognigy was one of the first enterprise te...
Charlie Mitchell · 28 Jul 2025
ServiceNow Dismisses Concerns Over Its Moveworks Acquisition, Fires a Warning to the CRM Industry
ServiceNow has poured cold water over concerns that its Moveworks acquisition might be in danger. Bloomberg ignited the speculation last week, reporting that...
Charlie Mitchell · 24 Jul 2025
Verint Is In Talks to Be Acquired by Thoma Bravo, Reports
Private equity giant Thoma Bravo is negotiating a takeover of Verint. That’s according to Bloomberg, with the publication citing "people familiar with the ma...
Charlie Mitchell · 2 Jul 2025
Emodo & OneMagnify: AI, Acquisitions & the Future of Marketing
The marketing technology landscape continues to evolve rapidly, with strategic acquisitions reshaping how brands approach digital advertising and customer ex...
Floyd March · 23 Jun 2025
The OneMagnify Approach to Mergers and Acquisitions
In this insightful CX Today interview, OneMagnify CFO Bill Neblock reveals how strategic mergers and acquisitions are reshaping the company's position in the...
Floyd March · 28 May 2025
ServiceNow Knowledge 2025: All 11 Major Announcements
ServiceNow Knowledge 2025 represents the tech juggernaut’s biggest-ever live event. With 25,000 people watching in Las Vegas and thousands more online, the s...
Charlie Mitchell · 7 May 2025
Salesforce CEO Slams Microsoft for the "Horrible Things" It Did to Slack, Warns of an OpenAI Repeat
Marc Benioff, CEO of Salesforce , has taken yet another swipe at Microsoft. Over the past year, Benioff has done so multiple times, chastising its Copilot pr...
Charlie Mitchell · 5 May 2025
UC & Contact Center Consolidation Is Accelerating – Here’s What’s Driving It
Customers are increasingly looking for providers that can offer a comprehensive suite of UC and contact center capabilities, not just individual products. Th...
Susie Harrison · 16 Apr 2025
Big CX News - The Latest on ServiceNow's Hiring Push, Verint's Acquisition Spree, & Microsoft
Watch on YouTube. CX Today's Charlie Mitchell presents the latest trending news from the customer experience world. He's joined by six prominent CX analysts ...
Charlie Mitchell · 30 Jan 2025
Puzzel Agrees to Acquire AI Insights Specialist Capturi
Puzzel has entered into an agreement to acquire the AI insights specialist Capturi to enhance its customer experience offering. Described by Puzzel as a ‘cut...
James Stephen · 24 Oct 2024
HubSpot Acquires Mindstream, Expands Its Media Network
HubSpot has snapped up Mindstream, an AI-focused media outlet. Based in the UK, Mindstream provides a daily newsletter to subscribers, aiming to help them ke...
Charlie Mitchell · 18 Oct 2024
Dialpad Enters the WFM Space by Acquiring Surfboard, Bolsters Its C-Suite
Dialpad has acquired Surfboard, the contact center workforce management (WFM) provider. With Surfboard, the enterprise communications contender gains trusted...
Charlie Mitchell · 15 Oct 2024
SAP’s $1.5BN Acquisition of WalkMe: 3 Hot Takes
In September, SAP completed its $1.5BN move for WalkMe, the digital adoption platform (DAP). The platform sits on top of a tech stack, offering visibility in...
Charlie Mitchell · 3 Oct 2024
Playvox Confirms NICE Takeover with a Name Change
Playvox has confirmed that it’s now part of NICE after changing its name on social media to Playvox by NICE. The move comes after CX Today shared rumors of a...
Charlie Mitchell · 1 Oct 2024Big CX News from Salesforce, NICE, Microsoft & Dubber
It's been another busy week in the world of customer experience and service, with Salesforce announcing an acquisition, Five9 securing a megadeal, troubles a...
Rhys Fisher · 6 Sept 2024
Sources: Google Parent Alphabet Gives Up on HubSpot Acquisition, Pursues Wiz
Alphabet, Google’s parent company, has decided to drop its plans to acquire CRM giant HubSpot, according to Bloomberg and Reuters sources. The former publica...
Charlie Mitchell · 15 Jul 2024
Anson Funds Reportedly Urging Five9 To Consider Sale
Investment firm Anson Funds is allegedly urging Five9 to consider a sale. Reuters , citing sources close to the matter, reported that Anson Funds had amassed...
Kieran Devlin · 12 Jul 2024
SAP Acquires WalkMe To Bolster Its Business AI and CX Offerings
SAP has announced it is acquiring leading digital adoption platform (DAP) leader, WalkMe. The Executive and Supervisory Boards of SAP and the Board of Direct...
Kieran Devlin · 5 Jun 2024
SugarCRM Snaps Up sales-i, Targets Revenue Optimization
SugarCRM has acquired sales-i, the revenue intelligence platform provider, for an undisclosed fee. In doing so, the prominent CRM player pulls new capabiliti...
Charlie Mitchell · 22 May 2024
Google Parent Alphabet Talks Acquisition Terms with HubSpot, Sources
Alphabet – Google’s parent company – has engaged in talks with HubSpot to acquire the CRM giant, according to Bloomberg sources. The development – shared by ...
Charlie Mitchell · 9 May 2024
Will Google Takeover HubSpot?
Google parent Alphabet has drafted in advisers as it mulls over an offer for CRM software giant HubSpot, according to Reuters’ sources. A possible bid would ...
Charlie Mitchell · 8 Apr 2024
Cisco Completes $28BN Splunk Acquisition Following EU Antitrust Approval
Cisco has completed its acquisition of Splunk, having received approval from the EU antitrust regulator. With the purchase of Splunk safely past the EU watch...
James Stephen · 18 Mar 2024
Zendesk to Acquire Service Automation Provider Ultimate
Zendesk is to acquire the service automation provider Ultimate. In an acquisition that Zendesk says will allow it to deliver the most complete AI offering fo...
Kieran Devlin · 13 Mar 2024
The 5 Biggest CCaaS Acquisitions of 2023
Just a couple of weeks into 2024, two prominent contact center tech providers have made acquisitions that will transform their go-to-market strategy. The mos...
Charlie Mitchell · 12 Jan 2024
Enghouse Acquires Mediasite from Sonic Foundry
Enghouse has signed an agreement to purchase the Mediasite business of Sonic Foundry, including its Japanese and Dutch subsidiaries, for $15.5 million. Media...
James Stephen · 8 Jan 2024