1+ week, 4+ 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, 10+ 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…...

3+ day, 10+ 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…...

4+ day, 16+ 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…...

1+ week, 1+ day ago   (969+ words) Salesforce’s agreement to acquire Fin (previously known as Intercom) for approximately $3.6 billion is another signal that AI agents are moving deeper into customer service operations. The deal will likely be analyzed through platform consolidation, Agentforce acceleration and the economics of…...

1+ week, 5+ day ago   (462+ words) In martech, we have long chased the false idol of real-time with the battle cry “If we only had real-time data, we could solve all of our customer engagement and experience issues!” But this is a misnomer. Let me explain....

2+ week, 3+ day ago   (1253+ words) Whether AI delivered improved customer experience is questionable. Maybe it did. Or perhaps the knowledge-base updating, routing alteration, staff change, process redesign or seasonal demand alteration coincided with AI delivery. As AI spread along the customer journeys, it became increasingly complicated…...

2+ week, 4+ day ago   (1024+ words) Enterprise leaders face unprecedented pressure to inject technology and AI across every layer of their business, often creating an environment where no amount of automation seems enough. However, this aggressive trend has triggered a dangerous performance paradigm shift, forcing executives…...

2+ week, 4+ day ago   (961+ words) August 25, 2026 -- Author: John Moses -- Oura’s business is built on turning round-the-clock signals from your body into insights you can act on, so that health becomes a daily practice instead of a guessing game. When we looked at our own support…...