ChatGPT's search-like queries now run at roughly one-fifth of Google's volume, about 18 months after ChatGPT started pulling ...

CX vendors show customers buying AI one narrow job at a time, starting with voice self-service and call analytics.

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

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

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

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

RingCX now puts AI agents in the same live supervisor view, quality rubric and staffing forecast as human agents.

Salesforce went acquisition shopping again. It picked up Cresta, a voice AI company built for the calls customers care about most. The price stays a secret.

Unifying web, content and CRM signals into one account record is the step most DXP evaluations skip. Start there.

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 ...

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

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