Nexus 2026 showcased NiCE Cognigy customers leveraging AI for CX and a palpable urgency to foster innovation, increase reach, and deliver value fast.
Intelligent Assistants
Zoho’s Quiet Bet on Business Intelligence at the Point of Action
At ZohoDay 26, Lead Analyst Ian Jacobs asks Zoho’s Sailas Sundaram two questions about how the company is adding AI to its BI stack and ways they’re rethinking what analytics are for.
What Genesys’s Large Action Models Mean for the CX Control Plane
The Genesys announcement is a bellwether of dynamic changes occurring in contact center software and why CX leaders need to optimize for resolved AI outcomes.
Google’s Universal Commerce Protocol and the Race to Wire Agentic Shopping
Agentic shopping has arrived — and two of the most powerful technology companies on earth are racing to define how it works.
2025 Conversation Intelligence Intelliview: Introducing Conversational Experience Orchestration
Opus Research’s exclusive report details nine leading solutions providers, outlining specific products and services, technology differentiators, business impact, and future strategies for advanced LLMs and GenAI.
Why CX Needs an AI Agent Control Plane
Here’s why brands will need a CX control plane to govern AI agent sprawl across platforms with shared rules, shared context, and measurable outcomes.
Freshworks Takes Aim at Complexity with Freddy AI and Next-Gen Vertical Agents
A new set of Freshworks AI Agents, targeted for e-commerce, fintech, travel, and logistics, help unify data, free up agent capacity, and let AI handle the repetitive pieces.
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.
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.
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.