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 ...

Gen Z consumers prefer brands that are authentic, which gives those working in CX plenty to think about. One survey found that 82% of Gen Z consumers questioned would trust a company more if it uses ...

12 CX analysts, vendors, and practitioners share their biggest customer experience predictions for 2026, from agentic AI to data governance and personalization at scale. Rhys Fisher Save Follow share ...

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 ...

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 ...

The 2026 Gartner Magic Quadrant for CDPs reveals a market split between platformization and agentification. Salesforce, Hightouch, Oracle, and Uniphore lead, while Tealium drops to Challenger. See the ...

A CRM is an essential piece of software for any customer service and experience team. In a nutshell, they help businesses manage and analyze customer interac... A CRM is an essential piece of software ...

The validity of influencer marketing as a loyalty driver is frequently questioned, as the rise of AI and paid promotions has placed credible reviews under increasing pressure. Consumers are becoming ...

Even with a solid CRM strategy, a single customer view can be difficult to achieve. Here's how to get the unified profile you need. A single customer view sounds like a brilliant thing. No more ...

Explore AI and automation trends in CX 2026, from agentic AI and contact center AI trends 2026 to predictive analytics and AI-powered CX. Customer experience strategy in 2026 is now defined by ...

Genesys has acquired Pinkfish, an agentic orchestration workflow company, in a move designed to close the gap between AI-driven customer conversations and real-world enterprise action. The acquisition ...