Who's Buying What?

Merlin Entertainments Elevates the Guest Experience Across Its Global Attractions with NiCE CXone

NiCE announced that Merlin Entertainments, a world leader in branded entertainment destinations, is leveraging NiCE’s industry-leading CX AI platform, CXone, to power AI-driven guest experiences across its global portfolio, including world-renowned brands such as LEGOLAND® Resorts. Continue reading Merlin Entertainments Elevates the Guest Experience Across Its Global Attractions with NiCE CXone →

Market Research

CIOs Carry the Blame for AI Failure, Often Without the Authority to Prevent It, 8×8 Survey Finds

A majority of technology leaders, 52%, say they hold the CIO accountable when an AI agent makes an error. In fact, CIOs shoulder the blame far more often than any other function, including legal, compliance, and customer service. Continue reading CIOs Carry the Blame for AI Failure, Often Without the Authority to Prevent It, 8×8 Survey Finds →

Acquisitions & Mergers

Salesforce completes acquisition of Fin

Salesforce, the world’s #1 AI CRM, announced it has completed its acquisition of Fin, formerly Intercom, an industry-leading customer agent company. The close of the acquisition brings Fin’s customer agent platform and world-class technical AI team to Salesforce, along with an established global customer base of more than 30,000 companies. Continue reading Salesforce completes acquisition of Fin →

Technology

Observe.AI Launches Performance Agents for CX to Transform Coaching Into Measurable Outcomes

Built on Observe.AI’s Agentic platform for CX, Performance Agents apply AI coaching across the performance management cycle. They move from analysing conversations and identifying coaching opportunities to assembling evidence, preparing personalized plans, and measuring subsequent performance. Supervisors retain control over every plan shared with frontline teams. Continue reading Observe.AI Launches Performance Agents for CX to Transform Coaching Into Measurable Outcomes →