Salesforce, the global leader in CRM, announced it has signed a definitive agreement to acquire Fin, formerly Intercom, an industry-leading customer agent company. Under the terms of the agreement, Salesforce will acquire Fin for approximately $3.6 billion, subject to customary purchase price adjustments. Continue reading Salesforce Signs Definitive Agreement to Acquire Fin
TELUS Digital and Cresta Partner to Deliver AI Agents and Augment Human Agents to Elevate CX
Cresta, the unified customer experience AI platform for human and AI agents, announced a partnership with TELUS Digital, a global technology service provider specializing in AI-powered digital customer experiences (CX) and future-focused digital transformations. Continue reading TELUS Digital and Cresta Partner to Deliver AI Agents and Augment Human Agents to Elevate CX
Nearly All European Organisations Feel Pressure to Scale AI for CX, Yet Only 38% Have a Clear Approach to Governance
New research from CallMiner, the global leader in customer experience (CX) automation powered by conversation intelligence, reveals that organisations across Europe are rapidly scaling AI in CX, but governance frameworks are struggling to keep pace. Continue reading Nearly All European Organisations Feel Pressure to Scale AI for CX, Yet Only 38% Have a Clear Approach to Governance
Atento expands its technology offerings for companies that manage their own CX operations
Atento, one of the world’s leading providers of CRM and business transformation outsourcing (BTO) services, has announced the expansion of its portfolio of solutions designed for companies that choose to keep their CX operations in-house. Continue reading Atento expands its technology offerings for companies that manage their own CX operations
SoundHound AI Named Overall Leader in The 2026 ISG Buyers Guide™ for Conversational AI Emerging Providers
SoundHound AI, Inc., a global leader in voice and agentic AI, has been recognized as the overall Leader in the 2026 ISG Buyers Guide™ for Conversational AI Emerging Providers. Continue reading SoundHound AI Named Overall Leader in The 2026 ISG Buyers Guide™ for Conversational AI Emerging Providers
Decagon Introduces Duet Autopilot, the First Verified Self-Improving AI Agent for CX
Decagon, the leader in conversational AI agents for concierge customer experiences, announced Duet Autopilot, the first agent to deliver automatic and verifiable self-improvement for CX agents. Continue reading Decagon Introduces Duet Autopilot, the First Verified Self-Improving AI Agent for CX