The bag missed the plane, yet the traveler became the exception. Shared context across agents turns a relay of reps into one ...

Forrester says the AI hype is used up. What's left: operating-model work, and marketing's customer-facing agents are where ...

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

With mParticle Agent, onX marketers can now create predictive attributes in a day instead of weeks, accelerating audience creation and making member engagement more relevant.  NEW YORK and MISSOULA, ...

Customers now ask ChatGPT whether your business is legit and may never visit your site. Audit what answer engines say, then ...

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

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.

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

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 ...

Holiday volume shows exactly where customer service slows down. Connected workflows and clear escalation rules keep answers ...