Salesforce Expands Into IT Service Management Salesforce has announced the launch of its new Agentic IT service, a direct move into the IT service management (ITSM) market. This bold step positions Salesforce as a challenger to industry leader ServiceNow, aiming to capture enterprises seeking smarter, AI-powered IT solutions. What Is Agentic IT Service? The new […]
Category: CX Automation
Is AI Killing Jobs? Salesforce Cuts 4,000 Support Roles as Automation Takes Over.
Salesforce has announced the reduction of 4,000 support roles, citing the growing impact of AI-driven automation on its operations. The move raises fresh concerns about the balance between AI efficiency and human employment. What Happened Salesforce has been aggressively integrating AI copilots and automation tools across its ecosystem. As these technologies streamline support workflows, the […]
South Indian Bank Partners with MoEngage to Drive Hyper-Personalized Customer Engagement.
South Indian Bank has chosen MoEngage, a leading insights-led customer engagement platform, to transform how it connects with its customers. The collaboration aims to deliver hyper-personalized experiences powered by advanced automation and data-driven insights. Why This Partnership Matters In today’s digital-first banking era, customers expect seamless, relevant, and real-time interactions. By leveraging MoEngage’s AI-driven platform, […]
Google Is Building AI Mode Agents to Automate Customer Support Tasks.
Introduction Google is developing AI Mode agents aimed at transforming customer support. These intelligent tools are designed to automate routine interactions, reduce response times, and improve customer experience across industries. How AI Mode Agents Work The AI Mode agents use natural language processing and machine learning to understand customer queries. They can provide instant answers, […]
Salesforce Acquires Regrello to Strengthen CRM Workflow Capabilities.
Salesforce Expands with Regrello Acquisition Salesforce has announced the acquisition of Regrello, a company specializing in workflow automation and collaboration tools. The move underscores Salesforce’s mission to enhance its CRM platform with advanced productivity solutions. Why Salesforce Chose Regrello Regrello is known for simplifying complex workflows across industries such as manufacturing, supply chain, and operations. […]
What Is Pulse 360? An Introduction to the Cyara CX Assurance Engine.
Delivering seamless customer experiences has become a business priority. To support this, Cyara has introduced Pulse 360, its next-generation CX Assurance Engine designed to monitor, test, and optimize digital customer interactions. 🔑 What Is Pulse 360? Pulse 360 is a comprehensive customer experience monitoring solution. It provides real-time insights into how customers interact with digital […]
Why 74% of Enterprise CX AI Programs Fail — And How to Make Them Work.
Artificial Intelligence (AI) has become a cornerstone of enterprise customer experience (CX) strategies. Companies are investing heavily in AI-powered chatbots, virtual assistants, and predictive analytics to enhance customer engagement. Yet, research shows that 74% of enterprise CX AI programs fail to deliver measurable results. Understanding why these initiatives fall short is crucial to ensuring success. […]
BlueSnap Partners with Commerce to Launch First-Ever AR Automation & ERP-Integrated Customer Portal
Global payment platform BlueSnap has announced a groundbreaking partnership with Commerce to launch the first-ever Accounts Receivable (AR) automation and ERP-integrated customer portal. This innovative solution aims to streamline B2B payment processes, improve cash flow, and enhance the overall customer experience. Revolutionizing AR ManagementManaging accounts receivable has long been a challenge for businesses, especially those […]
Human-Centered AI in Banking: Leveraging Automation for Customer Value.
The rise of artificial intelligence (AI) in banking is reshaping how financial institutions operate. While automation brings speed and efficiency, the most successful banks are ensuring AI remains human-centered—designed to enhance, not replace, human interaction. Balancing Technology and Human Touch In the digital era, customers expect quick resolutions and personalized experiences. AI-powered chatbots, virtual assistants, […]
Beyond Automation: Designing Customer-First Experiences with Engage+
In the age of digital transformation, automation has become the standard for customer service. But forward-thinking brands are now realizing that automation alone isn’t enough. True success lies in crafting customer-first experiences—and that’s where Engage+ steps in. Engage+ is more than just a customer engagement platform. It’s a solution built to help businesses move beyond […]
