Talkdesk®, Inc. announced an expanded strategic partnership with Microsoft that enables organizations to purchase Talkdesk Customer Experience Automation (CXA) using existing Microsoft Azure commitments, drastically simplifying procurement and accelerating time-to-value. Continue reading Talkdesk and Microsoft expand partnership to accelerate AI automation for enterprise contact centers
Marvin Launches Live Intercept, Bringing Voice-to-Voice AI-Moderated Research Inside the Digital Customer Experience
Marvin, the customer insights platform used by hundreds of Fortune 500 companies, launched Live Intercept, a new product in its suite of automated customer research tools. Continue reading Marvin Launches Live Intercept, Bringing Voice-to-Voice AI-Moderated Research Inside the Digital Customer Experience
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
Medallia Named the Only Leader in Newest Customer Feedback Management and Analytics Evaluation
Medallia, Inc., the leading AI-driven platform for experience transformation, announced it has been named the only Leader by Forrester in The Forrester Wave™: Customer Feedback Management and Analytics Solutions, Q3 2026. Continue reading Medallia Named the Only Leader in Newest Customer Feedback Management and Analytics Evaluation
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
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