Latest part of corporate evolution sees Avaya accelerate innovation-first ‘moonshot’ initiative into Infinity CX platform’s 2025 roadmap.

The Growth Dilemma is about how to manage relationships between customer segments. As brands grow and attract new customers, ...

Recently Grok 4, the LLM developed by X.AI Corp. and deployed on X, made headlines for all the wrong reasons. During the ...

As AI becomes the engine of customer-facing operations, the report outlines how companies can move beyond fragmented pilots and embed AI into their target operating models (TOM) by 2028.

Most retail leaders do not expect their customer service scripts to carry legal consequences. After all, they are meant to be helpful, friendly and on-brand. But beneath that friendly tone, there may ...

Decagon, a startup providing customer service solutions powered by artificial intelligence, said on Monday it had raised $131 million in a funding round that valued it at $1.5 billion.

Pace Pharmacy and its owners are facing a lawsuit after a former client died within days of filling his prescription. Levin Papantonio filed a lawsuit on behalf of Andrew Strickland's family after ...

Pace Pharmacy was one of the last pharmacies that would fill prescriptions of Dr. Elaine Sharp, accused of running a longtime pill mill operation.

AI agents are rewriting the future of customer experience. Here's what developers and tech leaders need to know now.

New CEO. Fresh brand identity. While NiCE redefines itself around Agentic AI, what bets are the contact center industry playing?