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Genesys acquires Pinkfish to speed up contact center AI deployments
Genesys jump-starts its agentic toolkit.
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CVS Health tackles tactical agentic AI rollouts for healthcare
With Salesforce Agentforce Health, CVS Health plans to stitch together provider, insurance and pharmacy data to make processes more efficient for customers.
Problem Solve
Cartelligent uses AI to connect buyers with sales experts
A car broker service deployed RingCentral AI to analyze incoming caller intent and route buyers to the appropriate team member, which reduces missed sales opportunities.
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Salesforce productizes its own customer service AI agent for users
Salesforce also becomes the latest CX tech vendor to try its hand at outcomes-based pricing.
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Adobe previews answer engine optimization, agentic AI creative tools
Semrush integration with LLM Optimizer is quickly productized; Creative Agent propagates Adobe app functionality and AI chat interfaces such as ChatGPT, Copilot and Claude.
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E-Commerce Evaluate
How to choose a B2B e-commerce platform
When choosing a B2B e-commerce platform, businesses should prioritize scalability and composability, evaluate native features and consider cost and integration challenges.
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Customer Service & Contact Center News
CVS Health tackles tactical agentic AI rollouts for healthcare
With Salesforce Agentforce Health, CVS Health plans to stitch together provider, insurance and pharmacy data to make processes more efficient for customers.
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Customer Experience Management Get Started
6 must-have customer experience roles for success
A well-rounded customer experience team helps companies manage customer journeys, feedback, service quality, analytics, AI and cross-functional collaboration.
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Customer Data Management Manage
7 ways to collect customer data that keep you compliant
Customer data can improve CX, marketing and sales decisions, but organizations must collect it transparently, protect it and follow applicable privacy laws.
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CRM Tools & Strategy Evaluate
Vibe coding in CX: Benefits, risks and real-world uses
CX vibe coding should be a safe sandbox play that looks to quicken internal tasks. For now, the security risks are too great for production-level customer interactions.
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Vibe coding in CX: Benefits, risks and real-world uses
CX vibe coding should be a safe sandbox play that looks to quicken internal tasks. For now, the security risks are too great for production-level customer interactions.
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Autonomous service still needs a human handoff
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How to choose a B2B e-commerce platform
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Context is key: The limits of experience analytics software
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Problem Solve
Cartelligent uses AI to connect buyers with sales experts
A car broker service deployed RingCentral AI to analyze incoming caller intent and route buyers to the appropriate team member, which reduces missed sales opportunities.
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How cohort analysis improves marketing decisions
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How to centralize customer interaction data in one platform
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How contact centers detect and prevent fraud
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7 ways to collect customer data that keep you compliant
Customer data can improve CX, marketing and sales decisions, but organizations must collect it transparently, protect it and follow applicable privacy laws.
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Understanding CX buying committees and decision dynamics
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CX orchestration is the new hard part
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Is average handle time obsolete?
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Customer Experience Basics
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6 must-have customer experience roles for success
A well-rounded customer experience team helps companies manage customer journeys, feedback, service quality, analytics, AI and cross-functional collaboration.
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Get Started
Dell pushes AI personalization, but data hurdles remain
Dell doubles down on hybrid AI infrastructure as enterprises shift from experimentation to production. However, data fragmentation continues to slow CX personalization efforts.
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Top methods for collecting customer feedback
Businesses should collect customer feedback to address customer issues and create positive experiences. AI tools can help show deeper insights into customer sentiment.
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Customer service and contact center
CVS Health tackles tactical agentic AI rollouts for healthcare
With Salesforce Agentforce Health, CVS Health plans to stitch together provider, insurance and pharmacy data to make processes more efficient for customers.
-
Customer service and contact center
Salesforce productizes its own customer service AI agent for users
Salesforce also becomes the latest CX tech vendor to try its hand at outcomes-based pricing.
-
Marketing and sales
Adobe previews answer engine optimization, agentic AI creative tools
Semrush integration with LLM Optimizer is quickly productized; Creative Agent propagates Adobe app functionality and AI chat interfaces such as ChatGPT, Copilot and Claude.
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