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Leading source for customer experience news covering contact center technology, AI agents, CRM platforms, customer analytics, and CX innovations. Expert insights on CCaaS, workforce management, marketing technology, and industry trends from top brands and leaders.
News
Cisco Resolves 145,000 Support Cases Using Agentic AI
Agentic AI is beginning to produce tangible CX metrics, with Cisco reporting that AI independently resolved 145,000 support cases. Having positioned the technology as a tool to improve both service operations and commercial outcomes, this ensures faster s
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Kraken Autonomous Agents Deployment: What Utilities Must Prove Before AI Goes Live
Kraken Autonomous Agents combines Sierra's conversational AI with the Kraken utility platform's customer, billing, meter, tariff, and workflow context. For shortlisted utilities, the decision rests on whether that generative AI service can be contracted,
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Capita CallSight Under Pressure: Can Banks Get AI Call Analysis Live Without Losing Control?
Capita CallSight gives banks a way to review far more customer conversations than a manual QA team could reasonably sample. Its first financial-services case points to lower call volumes, broader quality coverage, and faster interactions, while the real t
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Gartner Magic Quadrant for CRM Sales Platforms 2026: The Rundown
Gartner has published its 2026 Magic Quadrant for CRM Sales Platforms, and there is an important caveat before getting into the vendor rankings. This is the first edition under the CRM Sales Platforms label. However, it is not an entirely new Magic Quadra
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Can AI Make Restaurant Service More Human?
Francesca Roche sits down with Arian Zandi, Founder at Lumière AI, to examine how AI-native point-of-sale technology could help restaurants lift spend per guest while preserving the personal service guests value. For many operators, the point of sale syst
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