2+ day, 2+ hour ago   (706+ words) “The divorce came out of nowhere.” Except usually, it didn’t. The signs were there, but nobody was looking at the right ones. I think the same thing happens with customer churn. Unhappy customers don’t always leave, and happy customers don’t…...

1+ week, 5+ day ago   (909+ words) Empathy is too often considered a nice-to-have “soft” skill when hiring and training customer service professionals. But when your agents pick up the phone or join a chat, it’s because something has gone wrong for a customer. Offering them empathy…...

2+ day, 16+ hour ago   (69+ words) CMSWire New AI-powered Real-Time Voice Translation built directly into Zendesk Contact Center helps customers and agents communicate naturally across languages Real-Time Voice Translation will be available in October to eligible customers using Zendesk Contact Center Native through a closed Early…...

2+ day, 16+ hour ago   (293+ words) Typewise's own research found 81% of customer service teams still run AI as disconnected tools. The company argues the reason is that keeping AI working has quietly become a full-time job. Nova does that job itself. ZURICH, 10 September 2026 — Typewise today launched…...

2+ day, 16+ hour ago   (915+ words) The following scenario is an anonymized composite based on recurring failure patterns in global digital experience programs. The page was already live when the brand team opened the ticket. A customer in Madrid had taken a screenshot of the booking…...

2+ day, 19+ hour ago   (740+ words) A few weeks ago, WordPress co-founder Matt Mullenweg was singing the praises of a board member's big new job as CEO of Bluesky, writing on his blog Aug. 7 that he was "very excited to see what they figure out." That…...

3+ day, 16+ hour ago   (1404+ words) Everyone is focused on whether AI will replace Google. I think they’re asking the wrong question. Discovery has always been the cheapest part of the buying process. Trust has always been the most expensive. Agentic AI may automate discovery, but…...

3+ day, 21+ hour ago   (453+ words) Team-level AI memory. Agent Memory captures and shares decisions across marketing and revenue teams. Writer, the AI agent platform for enterprise marketing and revenue teams, on Sept. 9 unveiled Enterprise Brain — a governed, universal context layer that dynamically captures brand knowledge,…...

3+ day, 22+ hour ago   (420+ words) Unified AI platform. Qualtrics launches XM Data & AI to centralize experience data. Impact for CX leaders. Aims to improve customer lifetime value and actionable insight at scale. Qualtrics on Sept. 9 announced the XM Data & AI Platform, a system designed to…...

4+ day, 14+ hour ago   (899+ words) A customer tells an AI shopping assistant: “I need a counter-depth refrigerator under $2,000 that fits a 36-inch opening, and I need it delivered before Saturday.” That is not simply a product search. The customer has expressed an outcome, budget, physical…...