4+ day, 19+ hour ago   (301+ words) AI-driven coaching. AI agents analyze CX data to automate coaching steps. According to company officials, Performance Agents aim to close a persistent gap in contact center performance management: organizations can evaluate interactions at scale, but converting that data into effective…...

1+ week, 1+ day ago   (969+ words) Salesforce’s agreement to acquire Fin (previously known as Intercom) for approximately $3.6 billion is another signal that AI agents are moving deeper into customer service operations. The deal will likely be analyzed through platform consolidation, Agentforce acceleration and the economics of…...

1+ week, 4+ day ago   (433+ words) Alchemer on Sept. 2 announced Alchemer Iris, an AI-native customer experience platform designed to unify feedback collection, analysis and action across surveys, reviews, reputation management and other listening channels. General availability begins in Q4 2026, according to the company. Alchemer has been building…...

1+ week, 3+ day ago   (729+ words) Unified collaboration. Marketers and agencies can build and manage digital experiences together. Team productivity boost. Marketing leaders gain tools for faster, governed site updates with less reliance on engineering workflows. BOSTON — Webflow on Sept. 2 unveiled Source by Webflow at Webflow…...

2+ week, 3+ day ago   (1253+ words) Whether AI delivered improved customer experience is questionable. Maybe it did. Or perhaps the knowledge-base updating, routing alteration, staff change, process redesign or seasonal demand alteration coincided with AI delivery. As AI spread along the customer journeys, it became increasingly complicated…...

2+ week, 3+ day ago   (532+ words) Deeper OpenAI tie-up. Webflow is now accessible inside Codex, expanding an existing ChatGPT integration. Packaged Skills. Built-in automations handle site audits, CMS updates and pre-publish code checks. Team impact. Marketing and web teams can execute routine site work through prompts,…...

2+ week, 6+ day ago   (703+ words) A few weeks ago I sat with the leadership team of a large B2B company that had spent 18 months and a relative serious budget on AI. The dashboards were glowing. Agents were drafting faster, tickets were summarized in seconds, the internal…...

3+ week, 2+ day ago   (770+ words) Many people think of a website as digital media. But if you imagine a website as a physical store, traditional SEO would act as the signage on the street, pulling in foot traffic from passersby. Search engine activity by AI…...

3+ week, 2+ day ago   (164+ words) Progress Software on Wednesday announced the latest release of its Telerik and Kendo UI developer toolkits, adding WebMCP support, AI-powered debugging, agent-based document processing and tools for modernizing legacy Windows applications. Progress is among the first enterprise UI toolkit providers…...

4+ week, 13+ hour ago   (764+ words) Once an organization can show that AI-driven productivity improved the customer experience, a harder measurement problem begins. What happens when the AI is no longer only suggesting the next step, but selecting it, initiating it or completing it? With this…...