Forrester says the AI hype is used up. What's left: operating-model work, and marketing's customer-facing agents are where ...

The bag missed the plane, yet the traveler became the exception. Shared context across agents turns a relay of reps into one ...

Consumers trust ads less when they merely suspect AI made them. That puts brands that never touched AI content at risk too.

The all-cash deal brings agentic AI, agent assist and conversation intelligence into Five9's Genius CX Platform.

Salesforce went acquisition shopping again. It picked up Cresta, a voice AI company built for the calls customers care about most. The price stays a secret.

Patches can't keep up with AI-found flaws. The industry still won't coordinate until a catastrophe forces its hand.

Unifying web, content and CRM signals into one account record is the step most DXP evaluations skip. Start there.

RingCX now puts AI agents in the same live supervisor view, quality rubric and staffing forecast as human agents.

Brands running the same models on the same data start to sound alike. The ones that stand out keep a clear path to a person ...

An agent told to improve engagement can quietly cut off enterprise accounts for weeks. Marketing leaders need to define its ...

Customers hold the brand responsible when an AI interaction feels intrusive, forgetful or too personal. Automation feels fake ...

Comparison and pricing questions are where buyers change their minds. ChatGPT reads review sites and public price pages, then ...