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News
Customer Account Health Scoring's Next Chapter: Spotting the Divorce Before It Happens
2+ day, 1+ 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…...
Zendesk Expands Contact Center Voice Support Across Languages
2+ day, 15+ 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…...
What Contact Center Escalations Reveal About Content Governance
2+ day, 15+ 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…...
Shopify Acquires Tailwind Labs; Tailwind CSS Stays Open
2+ day, 15+ hour ago (195+ words) Acquisition announcement. Tailwind Labs is becoming part of Shopify. Developer reassurance. Existing users see continued support but new commercial sign-ups stop. Shopify acquired Tailwind Labs, the company behind the widely used Tailwind CSS framework, on Sept. 9. According to Tailwind Labs,…...
AI Agents Can Orchestrate Discovery. They Can't Orchestrate Trust
3+ day, 15+ 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…...
Writer's Enterprise Brain Adds Shared Memory For Agents
3+ day, 20+ 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,…...
Why Conversational Commerce Needs an Intent Layer Before More Automation
4+ day, 13+ 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…...
Observe.AI Performance Agents Cut Coaching Prep Time
4+ day, 21+ hour ago (301+ words) AI-driven coaching. AI agents analyze CX data to automate coaching steps. According to company officials, Performance Agents aim to close a persistent gap in contact center performance management: organizations can evaluate interactions at scale, but converting that data into effective…...
Can AI Tools Trust Your Promotions Data?
1+ week, 1+ day ago (674+ words) With AI search, a consumer isn’t just relying on agentic engines and open tools to “find me a winter jacket for my trip to the Arctic Circle;” rather, they’re asking, “find me a winter jacket for my trip to the…...
After 18 Years, Narayen Hands Adobe to Its Customer Experience Chief
1+ week, 1+ day ago (1083+ words) Adobe officially has a new CEO — and a new message to the digital customer experience community. The San Jose, Calif.-based provider named Anil Chakravarthy its new CEO, taking over for Shantanu Narayen who announced his departure earlier this year…...