2+ day, 23+ hour ago   (706+ words) “The divorce came out of nowhere.” Except usually, it didn’t. The signs were there, but nobody was looking at the right ones. I think the same thing happens with customer churn. Unhappy customers don’t always leave, and happy customers don’t…...

3+ day, 14+ hour ago   (69+ words) CMSWire New AI-powered Real-Time Voice Translation built directly into Zendesk Contact Center helps customers and agents communicate naturally across languages Real-Time Voice Translation will be available in October to eligible customers using Zendesk Contact Center Native through a closed Early…...

3+ day, 13+ hour ago   (195+ words) Acquisition announcement. Tailwind Labs is becoming part of Shopify. Developer reassurance. Existing users see continued support but new commercial sign-ups stop. Shopify acquired Tailwind Labs, the company behind the widely used Tailwind CSS framework, on Sept. 9. According to Tailwind Labs,…...

4+ day, 18+ 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,…...

5+ day, 11+ hour ago   (899+ words) A customer tells an AI shopping assistant: “I need a counter-depth refrigerator under $2,000 that fits a 36-inch opening, and I need it delivered before Saturday.” That is not simply a product search. The customer has expressed an outcome, budget, physical…...

1+ week, 2+ 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, 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…...

1+ week, 6+ day ago   (1389+ words) Is Agentic Customer Experience getting real? Maybe, if you check out the news lately. As we close out August today and look ahead toward the final third of 2026, agentic customer experience is showing up in earnings calls, sports sponsorships and…...

1+ week, 6+ day ago   (393+ words) (Editor's note: Stay tuned for more coverage of Opticon with Brian Riback on site!) The launch targets a growing pain point. In a recent Optimizely study of more than 2,000 B2B marketing leaders, 81% said they switch between two or more disconnected AI…...

3+ week, 3+ 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…...