AI has become part of the everyday collaboration stack. It can prepare a meeting, capture the decisions, translate a call and handle an initial customer query. The next task is bringing those ...

This week’s customer intelligence developments show why connected signals, human judgment, and accountability now matter more than dashboards. AI can accelerate insight, but fragmented customer ...

Gartner has published its 2026 Magic Quadrant for CRM Sales Platforms, and there is an important caveat before getting into the vendor rankings. This is the first edition under the CRM Sales Platforms ...

HubSpot has launched Agent Hub and Agent Builder to help go-to-market teams manage AI agents from one CRM workspace. The public beta targets AI agent sprawl, a growing challenge for teams that have ...

As contact centres continue their shift from legacy platforms to cloud-based CCaaS and AI-enabled operations, contact center industry reports have become critical decision-making tools. For enterprise ...

With NLP (Natural Language Processing) models or generative AI, contact centers can automatically identify a person’s reason for contacting their team. These tools can pinpoint keywords in ...

As contact centers experiment with generative AI (GenAI), they're moving from promising pilot projects to full-scale deployments. These deployments are slowly reshaping how agents work, how leaders ...

Klarna CEO Sebastian Siemiatkowski has set the record straight on reports that his company ditched Salesforce and replaced it with AI. The story originally b... Klarna CEO Sebastian Siemiatkowski has ...

ServiceNow has dropped three announcements that, taken together, amount to the clearest signal yet of what AI Control Tower is aiming to become. Revealed at the company’s Knowledge 2026 event in Las ...

In 2026, community-led and social engagement is becoming a core layer in Customer Experience infrastructure. What Is Community-Led CX? Community-led customer experience is the practice of using ...

ServiceNow has finalized its Moveworks acquisition, strengthening its agentic AI strategy with a powerful conversational front door and autonomous workflow capabilities. ServiceNow has officially ...

Companies need to meet, engage, and support customers where they are – and today, that means being digital-first. Digital Experience Platform (DXP) providers are giving organizations the tools to ...