A jury found Meta and YouTube negligent for addictive design. Here's how brands advertising there inherit legal and ...

Why are enterprises consolidating martech stacks? AI, governance requirements and ROI pressure are exposing the costs of ...

Moonshot paused new subscriptions for its 2.8-trillion-parameter model outstripped GPU capacity, sparking fresh arguments ...

The update also includes nearly two dozen fixes, though Google's CCaaS platform remains absent from Gartner and Forrester's ...

Google built a spam detector that judges site networks, not single pages. Sites heavy in AI content are already losing ...

Patty Soltis sits at the intersection of customer intelligence, business strategy, and organizational change, helping organizations turn customer understanding into measurable business outcomes. Her ...

Salesforce landed a monster contact center deal with the US Government, the latest in a line of moves by federal agencies to ramp up customer experience. The agentic CRM giant announced July 24 that ...

New public beta gives go-to-market teams a single console to build, monitor and coordinate AI agents across sales, marketing and service.

Is compliance killing contact center CX? Not inherently — poorly executed compliance creates friction, but well-designed ...

When customer experience breaks down, the contact center is where the pressure lands. Service leaders are told to respond ...