1+ week, 2+ day ago   (969+ words) Salesforce’s agreement to acquire Fin (previously known as Intercom) for approximately $3.6 billion is another signal that AI agents are moving deeper into customer service operations. The deal will likely be analyzed through platform consolidation, Agentforce acceleration and the economics of…...

2+ week, 4+ day ago   (1253+ words) Whether AI delivered improved customer experience is questionable. Maybe it did. Or perhaps the knowledge-base updating, routing alteration, staff change, process redesign or seasonal demand alteration coincided with AI delivery. As AI spread along the customer journeys, it became increasingly complicated…...

2+ week, 5+ day ago   (961+ words) August 25, 2026 -- Author: John Moses -- Oura’s business is built on turning round-the-clock signals from your body into insights you can act on, so that health becomes a daily practice instead of a guessing game. When we looked at our own support…...

3+ week, 4+ hour ago   (700+ words) When we were developing a new pitch deck recently, I took it to a couple of customers, walked them through it and asked for their feedback. It wasn't a large research project. We were working on something that would be…...

3+ week, 4+ day ago   (912+ words) This article examines the forces driving that redesign. It explores why the traditional cost-reduction framing is losing ground, how AI and human agents are being reconfigured into complementary roles, and what practical steps marketers and CX leaders can take to…...

3+ week, 4+ day ago   (511+ words) Artificial intelligence is progressing beyond simple automation toward autonomous customer service and AI-assisted decision making. The table below illustrates how the role of AI is expanding across the modern contact center. The rapid evolution of AI in customer service is…...

3+ week, 5+ day ago   (984+ words) Your website audience was always imagined as individuals with eyes on the screen, a hand maneuvering a cursor, and a sentiment of little patience when looking for products, services, or information. That audience is increasingly including agents as well. AI…...

1+ mon, 21+ hour ago   (359+ words) Adobe has made Workfront AI Collaborators generally available today. The feature brings AI agents inside Workfront, its project management software, to manage and assign work from a centralized location. You assign it work in the same way you'd assign a…...

1+ mon, 2+ day ago   (841+ words) AI is changing CX teams less by eliminating roles outright than by redistributing customer work. AI systems can classify requests, retrieve knowledge, summarize interactions and complete clearly defined tasks, while employees increasingly handle exceptions, sensitive situations, policy judgment and the…...

1+ mon, 3+ day ago   (991+ words) Here's what rarely makes it onto a conference stage: most enterprise AI initiatives are failing. Not struggling — failing. Spend 10 minutes on LinkedIn and you'd think every company is running a flawless “agentic transformation.” The math doesn't work. If 80–95% of initiatives…...