The Salesforce Open CTI retirement isn't a migration project. It's a business transformation. That’s the real message I took from Gartner’s latest report on the future of the Human-AI workforce in service and support.

Customer service teams that know how to work with AI will replace those that don’t. That’s the real message I took from Gartner’s latest report on the future of the Human-AI workforce in service and support.

Insights from a Harvard Business Review analysis of two firms with very similar starting points but strikingly different outcomes. In today’s fast- moving digital landscape, leaders often ask: “How do we get more value from technology?” This question goes beyond picking the right tools — it’s about how technology is positioned within an organization. Research highlights a crucial difference between treating tech as a tool and giving it a strategic role — a difference that can

Generative AI is no longer a distant idea - it’s rapidly reshaping the world of customer service. A new Harvard Business Review Analytic...

Everyone’s talking about AI like it’s already redefined the world. Headlines scream about trillion-dollar impacts, record valuations, and...

Conversational AI is here—and it’s transforming how brands connect with customers. But are we truly tapping into its full potential? ...

The following is a summary of a Harvard Business Review Article. AI Isn’t a “Build or Buy” Question Anymore—It’s a Strategic Imperative...

I recently had the opportunity to sit down for a second interview with Alan Masarek, CEO of Avaya—a company dedicated to enterprise-level...

Article by Forrester Salesforce introduced Agentforce, a platform for running AI agents within its ecosystem. These agents mostly...

The Vonage Global Customer Engagement Report 2025 highlights key trends in how businesses communicate with their customers. Based on...

AI is changing customer service by helping teams respond faster and reduce costs. Many businesses start using AI in customer support,...

In today’s fast-paced world, businesses are embracing digital transformation to stay competitive, reduce costs, and enhance customer...

How AI in the contact center transforms customer service while enhancing human agents' roles: ✅ Unified Interactions: Eliminates...

As businesses continue to adapt to rapidly changing customer expectations, here are the trends that will define CX in 2025: 🔘...

Salesforce continues to redefine AI capabilities with Agentforce—a suite of advanced AI agents designed to autonomously manage...

AI is changing the way businesses handle customer service by making it faster, more efficient, and more personalized. Instead of waiting for