Views from Vienna: NICE’s Vision for Success in an AI-First CX Era
The CX provider’s annual Analyst Summit featured a new, palpable leadership energy and a clear through-line of automating workflows for end-to-end customer journey orchestration.
Recent Posts
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Dreamforce 2025: Salesforce Stakes Its Future on Agentforce
Agentforce took center stage at Dreamforce with Salesforce recasting growth around agentic AI and launching products focused on conversation intelligence.
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Webinar: The Buyer Journey Rewired by AI
Opus Research and Invoca explore how Agentic AI is redefining “brand experience” in a world of fractured attention, where loyalty is earned one micro-moment at a time.
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The BPO Wake-Up Call: AI Is Rewriting the Rulebook
Drawing on interviews with executive leaders in contact center outsourcing, Opus Research’s Ian Jacobs explores how forward-looking BPO firms are turning AI disruption into opportunity.
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OpenAI’s AgentKit Meets the CX Moat
OpenAI’s Agent Builder creates agent workflows; will it rival CX platforms or reinforce their agent assist and desktop moat?
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“Buy it in ChatGPT” Puts a New Spin on Agentic Shopping
OpenAI’s “Buy it in ChatGPT” lets users shop directly in chat. Learn how the Agentic Commerce Protocol is reshaping Conversational Commerce.
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Air-Gapped AI Gains Ground as Enterprises Seek Control and Compliance
Air-gapped AI brings secure conversational AI to regulated industries, trading speed for control and compliance.
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Zoho Cuts Through the Hype: AI Maturity Takes Work
In this Opus Video series interview, Zoho shares that organizations genuinely benefiting from AI are those eliminating process and data silos and leaning into mature digital practices.
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Reflections from Verint Engage 2025: AI, Bots, and the Future of CX Automation
Verint Engage 2025: workflow bots, ROI dashboards, and new AI tools driving measurable customer experience outcomes.
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Tackling Deepfake Audio Risks in Voice Security
Discover how deepfake audio fraud is evolving at an alarming rate and what proactive steps your organization can take to defend against sophisticated AI-based attacks.