News
Forget Help Desk. 'Hope Desk' Thinking Changes How CX Teams Define Success
1+ hour, 54+ min ago (529+ words) Customer experience remains a key driver of brand loyalty, but the landscape is shifting. Automation, machine learning and predictive analytics now anticipate needs, resolve issues faster and personalize service at scale. Despite these advances, people still want to feel understood,…...
8x8 Releases 6 Platform for CX Updates Aimed at Closing Operational Gaps
17+ hour, 11+ min ago (635+ words) 8x8, Inc. released updates to its Platform for CX on May 5 covering AI agent development, real-time analytics, mobile authentication and CRM integration. According to the company, the updates address delays in AI deployment, gaps in queue monitoring, customer login drop-off and…...
Omnichat Relaunches as Omni AI, Targets Enterprise Customer Experience
15+ hour, 53+ min ago (544+ words) Omnichat on May 5 launched Omni AI, upgrading its conversational commerce platform into what the company calls an AI-native agentic customer experience system. The Hong Kong-based vendor said the platform provides an autonomous AI workforce designed to integrate marketing, sales and…...
Sierra Raises $950 M to Rewire Enterprise Customer Experience
18+ hour, 25+ min ago (663+ words) Sierra, the enterprise AI agent platform co-founded by former Salesforce Co-CEO Bret Taylor and ex-Google Labs lead Clay Bavor, announced a $950 million funding round on May 4, valuing the company at more than $15 billion. The round was led by Tiger Global…...
Service Now's Autonomous CRM Targets the Handoff Problem in Enterprise Customer Operations
1+ day, 1+ hour ago (280+ words) Service Now on May 5 launched Autonomous CRM, a platform integrating AI, workflows and data to automate customer-related tasks end to end. The release targets sales, service and field operations teams in large enterprises and public-sector organizations. According to Service Now,…...
Peak Martech: 15, 505 Tools, Almost Zero Growth
1+ day, 2+ hour ago (1678+ words) I've covered Scott Brinker's Martech Supergraphic for 12 years. Proof: Buy or Build a Marketing Cloud? Circa August 2014. In each of those years, the number was the story. How many marketing technology solutions out there this year? Did it grow? Consolidate?...
The CMO Playbook Is Being Rewritten in Real Time
1+ day, 19+ hour ago (726+ words) The conversation about how artificial intelligence is reshaping marketing tends to happen at a pretty high altitude. Broad claims about transformation, disruption and reinvention get recycled across conferences and Linked In posts without much grounding in what has actually changed…...
Before You Scale AI in CX, Fix These 5 Things
1+ day, 14+ hour ago (916+ words) There is a pattern repeating itself across enterprise boardrooms right now. AI budgets are approved. Pilots are launched. Vendors are selected. And yet, for the great majority of companies deploying AI in customer experience, the results are not arriving " or…...
Why Google Reversed Course on Data Studio " And Why It Matters Now
2+ day, 4+ hour ago (372+ words) Google's April 2026 announcement restoring the Data Studio name represents more than brand nostalgia. It signals a fundamental evolution in analytics infrastructure for journey-led transformation'the strategic alignment of customer experience, employee experience and business strategy through unified data platforms that serve…...
Continuum Global Launches Campaign Optimizer to Improve Messaging Performance
5+ day, 23+ hour ago (210+ words) New functionality allows marketers to turn existing content or create new content into current brand guidelines and tone to reach target audiences SAN FRANCISCO " April 30, 2026 Continuum Global, the company helping brands hyper-personalize their marketing at scale, today announced Campaign Optimizer,…...