Recent Posts - page 2
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The Proof-of-Value Scoreboard: Measuring What Matters for BPO AI
Opus Research interviews TP, Alorica, TELUS Digital, iQor, Firstsource, and Atento to find credible proof of AI value depends a BPO’s strategy that connects breadth, rigor, and discipline.
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Zoom’s Next Act Runs Through CX
Zoom is turning CX from a side dish into proof that its platform and AI ambitions are getting real.
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Intercom’s Fin Apex raises the bar for AI CX vendors
Intercom’s Fin Apex suggests vertical AI models may become increasingly important in customer service.
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Agentic Shopping Gets Wired
Tokenized payment rails help AI agents shop and pay within defined limits.
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Enterprise Connect 2026: Orchestration, Pricing, and Power Plays
Opus Research’s Ian Jacobs and Peter Headrick talk all things EC with special attention paid to AI pricing, CX orchestration, and the strategic role of data platforms.
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NiCE Cognigy Nexus 2026: Agentic AI Finds Its Footing in the Enterprise
Nexus 2026 showcased NiCE Cognigy customers leveraging AI for CX and a palpable urgency to foster innovation, increase reach, and deliver value fast.
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From Customer Service to Customer Operations
CCaaS must evolve from customer service to customer operations, powered by agent-ready executable playbooks.
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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.
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Dashboards Are Easy, Doing Something Is Hard. Medallia Gets It.
At Medallia Experience, the message was action, modernizing the stack, and making execution accountable, not just AI smarter.
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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.