4+ day, 17+ hour ago   (453+ words) Team-level AI memory. Agent Memory captures and shares decisions across marketing and revenue teams. Writer, the AI agent platform for enterprise marketing and revenue teams, on Sept. 9 unveiled Enterprise Brain — a governed, universal context layer that dynamically captures brand knowledge,…...

1+ week, 5+ 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…...

3+ week, 3+ day ago   (912+ words) This article examines the forces driving that redesign. It explores why the traditional cost-reduction framing is losing ground, how AI and human agents are being reconfigured into complementary roles, and what practical steps marketers and CX leaders can take to…...

3+ week, 3+ day ago   (511+ words) Artificial intelligence is progressing beyond simple automation toward autonomous customer service and AI-assisted decision making. The table below illustrates how the role of AI is expanding across the modern contact center. The rapid evolution of AI in customer service is…...

3+ week, 4+ day ago   (772+ words) For more than a decade, customer data platforms promised to give businesses a unified view of the customer. Since then, the category has evolved from standalone platforms to warehouse-native architectures, while cloud data providers have steadily expanded their own customer…...

3+ week, 4+ day ago   (984+ words) Your website audience was always imagined as individuals with eyes on the screen, a hand maneuvering a cursor, and a sentiment of little patience when looking for products, services, or information. That audience is increasingly including agents as well. AI…...

4+ week, 1+ day 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…...