Latest Customer Service

Omnichat Relaunches as Omni AI, Targets Enterprise CX With Autonomous Agent Workforce

Sierra Raises $950M at $15B Valuation, Eyes Transformation Beyond Customer Support

ServiceNow Launches Autonomous CRM to Replace Legacy Record-Keeping With End-to-End AI Execution

Before You Scale AI in Customer Experience, Fix These 5 Things

Is Medallia's Debt Tale a Stress Test for Voice of the Customer Market?

Twilio's Q1 2026: Voice AI Hits a 5-Year High as CX Orchestration Race Intensifies

Same Journey, Different Realities: CX and EX Need a Shared Operating Model

Your Omnichannel Data Is Unified. Is Your Promise Status?

Personalization, Automation, Orchestration — and a Worse Experience

AskNicely Launches Reputation Manager for CX Platform

Microsoft Launches Real-Time Voice Agents, New Agentic Features Across Dynamics 365 CX Portfolio

GEO Gatekeeper: Before Buyers Visit Your Site, AI Has Already Judged You

The Chief Experience Officer Isn’t a Vanity Title. It’s a Leadership Test.

ASAPP Adds 5 AI Agents to Customer Experience Platform

Culture Doesn’t Raise NPS. Operational Discipline Does.

Real-Time CX Is a Lie If Your Systems Aren't Aligned

PolyAI Launches Agent Development Kit to Put Enterprise CX Development Back in Developers' Hands

Amazon Acquires NLX to Accelerate No-Code AI Deployment in Connect

Stop Celebrating NPS — Start Fixing the Experience

Why Is Starbucks so Successful Despite Its Mediocre Coffee?

Adobe Doubles Down on Agentic AI — But the Hard Work May Be the Operating Model

So Long, Treasure Data. Welcome, Treasure AI

Stop Blaming AI: Why Your Customer Service Experience Feels Broken

Why the CMO Job Is Being Rewritten in Real Time — and How to Land on the Right Side

Salesforce Agentforce Contact Center Review: Strengths, Gaps and How It Compares to Rivals

Twilio Launches Flex SDK, Salesforce Voice Integration to Unify CCaaS and CPaaS

What Mickey Mouse and Taylor Swift Get Right About Customer Experience