2+ day, 17+ hour ago   (1019+ words) Home → Contact Center & Omnichannel​ The latest news and insights from the contact center space, including releases and announcements from Zendesk, Genesys, RingCentral & Verint The contact center AI race is increasingly focused on what happens during the conversation, not simply before…...

2+ day, 15+ hour ago   (871+ words) Home → Security, Privacy & Compliance Anthropic, Concentrix, Zscaler, Proofpoint and OpenAI reveal how AI agents are reshaping enterprise security, access and customer experience risk Enterprise AI is gaining access to the systems that make customer experiences work, while security teams are…...

2+ day, 17+ hour ago   (1112+ words) Home → Customer Engagement & Journey Orchestration The 60% AI agent testing claim that could make or break LivePerson Conversational Cloud LivePerson’s 2026 roadmap is really about filling the gaps that appear once conversational AI has to survive an actual customer journey. Syntrix tests…...

2+ day, 19+ hour ago   (723+ words) Home → Customer Analytics & Intelligence AI is transforming customer intelligence from a source of insight into a foundation for automated decisions, actions, and experiences This week, customer data is being increasingly used to power decisions and actions in real-time. With AI…...

2+ day, 21+ hour ago   (897+ words) Home → Contact Center & Omnichannel​ The vendor’s new voice translation tool promises broader coverage, but latency and escalation limits remain significant questions Zendesk has announced Real-Time Voice Translation for Zendesk Contact Center. The AI-powered capability translates live calls in both directions,…...

4+ day, 18+ hour ago   (757+ words) AI can accelerate customer journeys, but brands need intelligent friction to prevent confusion, discomfort and lost trust AI can predict, recommend and act in an instant, but customers still need time to interpret what is happening and decide whether they…...

1+ week, 2+ day ago   (1010+ words) Hewlett Packard Enterprise (HPE) is anticipating that some of the biggest customer experience gains from AI will come from infrastructure operating behind the scenes, with intelligent networks capable of identifying and resolving problems before they affect customers. The proposition appears…...

1+ week, 3+ day ago   (895+ words) Home → Community & Social Engagement A reported incident involving more than 1,200 OpenAI agents has put AI governance back in the spotlight, raising timely questions for B2B teams using community platforms such as Salesforce Experience Cloud to connect customers, knowledge and automated support…...

1+ week, 3+ day ago   (1535+ words) Home → Customer Engagement & Journey Orchestration Can SAP Signavio turn process insight into better customer journeys? SAP Signavio can uncover the process failures damaging customer journeys and help teams govern the fix. It still relies on other SAP products to identify…...

1+ week, 3+ day ago   (1061+ words) As AI absorbs a larger share of service budgets, CX leaders face tougher questions around governance, ROI, trust, and operational control. Gartner has found that AI spending by customer service leaders has surged 38%, while overall service and support budgets rose…...