The Wire (Page 3)

Data reveals retail returns remain a frequent, high-impact interaction, with 60% willing to use AI-powered customer service TORONTO--( BUSINESS WIRE)-- Ada, the trusted AI-native customer experience company and creator of the AI Customer Experience (ACX) operating model, today released new survey data highlighting how retail returns during the high-traffic holiday season have become one of the most fragile moments in the customer journey and a critical opportunity for AI-powered support. According to Ada’s survey, 55% of shoppers have already made or plan to make a return following the holiday season, and 21% say they return items more than once a month.

Wix Harmony provides a first‑of‑its‑kind hybrid experience: vibe coding with full drag‑and‑drop control, all built on Wix’s enterprise‑grade infrastructure and available to everyone Wix today announced Wix Harmony, the company’s new flagship AI website builder designed for ease, speed, and professional‑grade results. Wix Harmony uniquely combines vibe coding with Wix’s powerful visual editing capabilities, delivering the speed of AI generation together with pixel‑perfect design control and the reliability of Wix’s mature, production‑ready platform.

The Forum activates its vast data stores through Agentforce 360, enabling a level of preparation and decision-making for its over 3,000 attendees previously unachievable by human processing alone January 15, 2026 – SAN FRANCISCO – Salesforce (NYSE: CRM), the world’s #1 CRM, today announced the activation of the World Economic Forum’s institutional knowledge powered by Agentforce 360 to support over 3,000 of the world’s most influential leaders at the 2026 World Economic Forum Annual Meeting. The Forum has launched a new proactive, high-precision concierge app, “EVA,” built on the Agentforce 360 Platform, Salesforce’s agentic platform.

New integration empowers organizations to protect accounts, reduce fraud, and enhance trust across ServiceNow-powered contact centers Denver, CO, Jan. 15, 2026 (GLOBE NEWSWIRE) -- authID (Nasdaq: AUID), a leader in biometric identity authentication, today announced an integration with ServiceNow to securely verify identities at the contact center to protect accounts and reduce fraud. The collaboration enables authID to secure 8,400+ ServiceNow-powered contact centers globally, including 85% of Fortune 500 companies, for both consumer and workforce identities.

A vendor-agnostic intelligence layer within Calabrio ONE for consistent quality governance, already available for customers MINNEAPOLIS--( BUSINESS WIRE)-- Calabrio, the workforce and conversation intelligence company, today announced the Calabrio Omni Agent Intelligence, already in the market and available for Calabrio ONE customers. This new omni-agent quality and AI intelligence feature is integrated within Calabrio ONE, providing a single, vendor-agnostic view of quality performance across human and AI agents.

The collaboration integrates real-time Reddit data directly into Emplifi Fuel, transforming authentic community conversations into industry-specific tactics for Retail, CPG, Sports brands and beyond NEW YORK--(BUSINESS WIRE)-- Emplifi, a leading customer engagement and social media marketing platform, today announced a strategic partnership with Reddit, home to the internet’s most authentic, human conversations. This collaboration integrates Reddit’s Enterprise API directly into the Emplifi ecosystem, positioning Reddit not just as a listening source, but as a key analytical signal for Emplifi Fuel—the platform’s intelligent execution engine.

Vonage APIs power personalized, omnichannel communications with two-way messaging via SMS, RCS, and WhatsApp, within the Salesforce platform HOLMDEL, N.J., Jan. 14, 2026 /PRNewswire/ -- Vonage, a part of Ericsson (NASDAQ: ERIC), today announced the launch of Vonage Conversations for Agentforce Marketing (formerly Marketing Cloud). Powered by Vonage Communications APIs, the new solution embeds popular messaging channels like SMS, WhatsApp, and Rich Communication Services (RCS) directly into the Salesforce platform, making it easier for enterprises to connect with customers via their preferred channels.

PHOENIX, AZ, January 14, 2026 (Newswire.com) - Crexendo®, Inc. (NASDAQ:CXDO), an award-winning software technology company that is a premier provider of cloud communication platform software and unified communications as a service (UCaaS) offerings, including voice, video, contact center, and managed IT services tailored to businesses of all sizes, today announced the release of CAIRO ( C rexendo's AI R eceptionist and O rchestrator), an intelligent, always-on AI phone agent for the Crexendo cloud business communications platform. CAIRO greets, routes, and assists callers with human-like precision, ensuring businesses never miss a call.

Industry Leaders Recognized Across Growth, Insight, Employee Empowerment, and Experience Transformation Categories 2026 Winners Showcase the Power of Real-Time Action and Evidence-Based Decision Making in the Next Era of Customer Experience TYSONS, VA. – January 14, 2026 – Medallia, Inc., the global leader in customer and employee experience, today announced the winners of the 2026 Medallia Expy Awards. The awards recognize Medallia customers who transcend departmental silos to listen comprehensively, act decisively at scale, and drive measurable impact through fundamentally transformed connections with customers and employees.

The new solution helps brands unlock high-margin revenue from first-party customer data, with built-in privacy and no new infrastructure to manage SEATTLE--(BUSINESS WIRE)-- #AdTech -- Amperity, the leading AI-powered Customer Data Cloud, today announced Audience Monetization, a new solution that helps brands unlock high-margin revenue from first-party customer data. The launch reflects a broader market shift, as privacy changes and signal loss heighten demand from advertisers for high-quality, permissioned audiences, giving brands a new opportunity to monetize their first-party customer data through second-party partnerships.