Recent Posts - page 3
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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.
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From CCaaS to CXA: What Talkdesk’s 2025 Analyst Summit Signaled About the Next Phase of Contact Center Automation
Talkdesk is evolving from CCaaS to Customer Experience Automation (CXA), using agentic AI and a CX control plane to automate complex customer journeys.
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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.
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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.
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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.