The all-cash deal brings agentic AI, agent assist and conversation intelligence into Five9's Genius CX Platform.

The bag missed the plane, yet the traveler became the exception. Shared context across agents turns a relay of reps into one conversation.

Forrester says the AI hype is used up. What's left: operating-model work, and marketing's customer-facing agents are where unclear decision rights show up.

Customers now ask ChatGPT whether your business is legit and may never visit your site. Audit what answer engines say, then fix the sources they cite.

Brands running the same models on the same data start to sound alike. The ones that stand out keep a clear path to a person when it counts.

Patches can't keep up with AI-found flaws. The industry still won't coordinate until a catastrophe forces its hand.

The expanded program embeds Genesys engineers inside customer environments to move agentic AI use cases from pilot into production.

Texas voters turned on the candidate who refused to show up. Customers judge brands by the same standard, and loyalty offers no protection.

The deal creates Aventus by SupportNinja, an AI-native CX practice targeting Shopify, Gorgias and Zendesk users ahead of peak holiday volume.

Unifying web, content and CRM signals into one account record is the step most DXP evaluations skip. Start there.

Consumers trust ads less when they merely suspect AI made them. That puts brands that never touched AI content at risk too.

The combined company will merge Dialpad's voice network with Ada's AI agents to automate end-to-end customer service workflows.

Comparison and pricing questions are where buyers change their minds. ChatGPT reads review sites and public price pages, then hands buyers the table.

Holiday volume shows exactly where customer service slows down. Connected workflows and clear escalation rules keep answers fast when demand peaks.

Agentic AI, zero-copy data and answer engines are rewriting the digital experience vocabulary. Here are more than 70 terms CX leaders need to know for 2027.

Your customer data sits in documents, databases and APIs that LLMs cannot reach on their own. These open-source frameworks connect them and put agents to work.

Salesforce went acquisition shopping again. It picked up Cresta for a reported $2.7B; a voice AI company built for the calls customers care about most.

New AI Trust Observability layer scores every live AI agent conversation for quality and compliance across any vendor.

Agents that pass every review can still get pulled from production. Binary governance is the cause, and customer service teams carry the most exposure.

Vendors keep rebranding DXPs as agentic marketing platforms. Contentstack is staking its claim on content, and the category is still in flux.

Answer engines pull short, definitive answers from clean pages. Contentstack, Time and Alaska Airlines showed how they build those pages.

The hidden cost of a bad AI moment — and who should be watching for it.

The same transformer technology behind your contact center chatbot now powers robots on Rivian's factory floor.

A line called Brand still gets argued over. A line called Miscellaneous is where finance looks first for cash, and your search presence pays the price.

Enterprise developers can now build, test and deploy customer-facing AI agents on Cresta's platform without vendor hand-holding.