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

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 ...

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

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

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 ...

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.

Gartner convenes customer service and support leaders in Denver to explore how to harness AI, position service and support as a driver of customer value and elevate the role of people. The Gartner ...

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

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

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