Customer Experience
Top Stories
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News
07 Oct 2026
Webex Dialog targets long-tail customer relationships with AI
Webex Dialog pushes agentic AI beyond individual service interactions, raising questions for CIOs about customer context, orchestration and governance. Continue Reading
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News
06 Oct 2026
Upcoming SAP CX features to focus on content and marketing AI
SAP is moving deliberately to build more CX connections across its platforms -- for example, plugging ERP data into marketing to spin up campaigns. Continue Reading
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News
02 Oct 2026
Outcomes-based AI pricing works in theory -- but in practice?
Outcomes-based AI pricing sounds great at a macro level, but CIOs must define results, settle disputes and meet procurement requirements before it works in practice. Continue Reading
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News
25 Sep 2026
Salesforce CCaaS to be released globally, adds workforce management
Salesforce's contact center as a service offering replaces a patchwork customers cobbled together to make Service Cloud work, but it puts longtime partners in a peculiar place. Continue Reading
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Tip
24 Sep 2026
How to gather and evaluate customer sentiment
Businesses can glean customer sentiment from sources like surveys, social media, comment cards, contact centers and word of mouth, which can help predict and drive future sales. Continue Reading
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Tip
23 Sep 2026
A buyer's guide to personalization software products
Personalization software enables businesses to customize customer experiences. But the market is muddled with varying products, rebranding and consolidation. Continue Reading
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Tip
22 Sep 2026
Top 8 customer support knowledge base software platforms
Customer-facing knowledge base software is a key cog to improve customer self-service. Explore the leading platforms and how to choose the right product for your organization. Continue Reading
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Tip
21 Sep 2026
A practical guide to AI governance in contact centers
Enterprise CX leaders managing contact center AI need a governance framework to oversee access to customer data and set limitations and controls on AI capabilities. Continue Reading
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Feature
17 Sep 2026
Agentic AI in CX management: A strategic guide for business leaders
Companies are already reaping the benefits of agents that can autonomously handle multi-step processes. Learn their unique benefits, technical requirements and challenges. Continue Reading
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News
16 Sep 2026
HubSpot adds AI CRM intelligence layer, marketing AI
With AI automatically entering data into the systems of record, there remains a need for humans in the loop. Continue Reading
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News
15 Sep 2026
Salesforce AI agent governance, development key themes at Dreamforce
Salesforce goes deep under the hood of AI architecture and agentic management with new releases. Continue Reading
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Feature
14 Sep 2026
The hidden cost of AI automation: Preserving organizational expertise
Organizations are embedding AI in enterprise systems and adopting human-in-the-loop strategies to automate routine tasks while preserving workforce expertise. Continue Reading
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News
11 Sep 2026
Salesforce Enterprise AI Harness latest salvo aimed at ServiceNow
Salesforce battling ServiceNow, AWS and a cast of thousands for the soul of agentic AI management. Continue Reading
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Tip
11 Sep 2026
10 voice of the customer tools for better CX
Compare 10 voice of the customer tools that collect feedback, analyze sentiment and help teams act on customer experience issues. Continue Reading
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Tip
08 Sep 2026
AI knowledge base automation reshapes customer self-service
Knowledge base automation can be a powerful tool to enhance customer self-service. Learn how AI-powered knowledge bases can improve customer experience and employee workflows. Continue Reading
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News
03 Sep 2026
Genesys banks on AI customer service agents -- and their orchestration
The agentic SaaS playbook is emerging: Throw open your platform to agents of all stripes, and provide a harness or orchestration layer to manage it all. Continue Reading
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Tip
03 Sep 2026
5 mistakes to avoid when choosing a CX provider
When picking a CX vendor, enterprise tech buyers should have realistic AI expectations and watch out for a lack of industry expertise, scalability and integrations. Continue Reading
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Feature
03 Sep 2026
5 key contact center AI features and their benefits
As multifunctional contact centers grow more complex and vital as revenue and relationship centers, generative and agentic AI have become a foundational component. Continue Reading
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News
02 Sep 2026
Adobe in Slack: Access content, production tools from Slackbot
Everyone's spreading the love -- and premium features -- with everyone else's AI interface. Continue Reading
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Feature
28 Aug 2026
Enterprise software management expands from apps to capabilities
Application management still matters, but embedded AI requires enterprises to track and govern individual capabilities inside the software they already use. Continue Reading
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Feature
27 Aug 2026
AI turns application administration into business policy
AI does not reinvent application administration. It makes some settings consequential enough that enterprises need clearer decision rights and governance. Continue Reading
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News
27 Aug 2026
Salesforce-Anthropic integration expanded, begets 'Claudeforce'
Is this another sign of the SaaSpocalypse, or just a new evolution in work? Continue Reading
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Feature
26 Aug 2026
Outcome-based AI pricing hits a measurement problem
As vendors move beyond seat-based models, enterprises must determine how to measure AI value, handle attribution issues and avoid paying for unclear outcomes. Continue Reading
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Feature
26 Aug 2026
Software value needs outcome measures
Usage data can start a software value review, but enterprises need outcome measures tied to workflow evidence and business purpose. Continue Reading
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Tip
25 Aug 2026
How agent assist technology works in the contact center
Contact centers that invest in agent assist technology can help their agents become more productive and eliminate tedious tasks to make their jobs easier. Continue Reading
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Feature
25 Aug 2026
Software usage does not prove software value
Logins, clicks and feature use can help evaluate software, but they do not prove value unless tied to workflow improvement and business outcomes. Continue Reading
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News
24 Aug 2026
Salesforce broadens headless offering for agentic AI access
Headless 360 kicks into high gear with MCP servers for Salesforce features, data repositories. Continue Reading
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Feature
19 Aug 2026
Data reconciliation can hide software debt
Recurring data reconciliation can signal software debt when teams rely on spreadsheets, exports and corrected reports more than official systems. Continue Reading
- Feature 18 Aug 2026