Don Fluckinger

Newton

Senior News Writer, TechTarget. Veteran enterprise IT reporter covering digital experience platforms, end-user computing, CPUs and GPUs, and other fun stuff

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Articles

Tariffs and CX: Hold on to customers during an economic storm

1 week ago | techtarget.com | Don Fluckinger

Tariffs are here, but CX leaders and frontline workers still have to do their jobs: Satisfy customers, keep them engaged and retain them despite price increases, supply chain disruptions and overall uncertainty. Mario Matulich, president of Customer Management Practice (CMP) -- a research and advisory firm whose events division hosts Customer Contact Week -- has advice for beleaguered CX teams trying to make sense of the U.S. tariff situation for their companies.
AI provides foundation for Atlassian customer service app

1 week ago | techtarget.com | Don Fluckinger

Atlassian plans to join the highly competitive world of customer service platforms by turning its focus inside out. In the future -- the fledgling Atlassian Customer Service Management app is in closed beta now -- users will be able to deploy Atlassian's internal-facing ticketing and development workflows outwardly to its customers. Other customer service companies with strong footprints in IT service management (ITSM) include Zendesk and ServiceNow.
HubSpot users get more Breeze generative AI agents

2 weeks ago | techtarget.com | Don Fluckinger

HubSpot now has its own generative AI agent force covering the CX bases for customers, along with new workspaces where service, sales and marketing teams can collaborate with AI assistance. The agents include a Prospecting Agent, which can interact with leads and personalize outreach, much like one recently released from Microsoft.
Salesforce adds Agentforce to field service verticals

2 weeks ago | techtarget.com | Don Fluckinger

The busier the job someone has, many workers such as contact center agents have learned, the sweeter the spot for generative AI to save time. Add field service techs to the list. Today, Salesforce released the first round of Agentforce for Field Service features, aimed at improving efficiency in processes surrounding when technicians visit homes and businesses to fix or set things up.
Where AI really fits into digital customer experience tech

2 weeks ago | techtarget.com | Don Fluckinger

An interview with Calvin Cheng, partner at consultancy West Monroe, who works on digital strategy and CX teams.
Et après l’IA agentique, dans un an : que verrons-nous arriver ? | LeMagIT

3 weeks ago | lemagit.fr | Don Fluckinger

La signification du concept d’« agent » n’est pas encore claire Reste que, à date, les éditeurs ne se sont toujours pas mis d’accord sur ce qu’est exactement l’IA agentique. Les définitions sont, en fait, peu courantes. Adobe définit un agent comme une chose qui raisonne, qui est interactive et qui est autonome. Mais il ne s’agit que de la définition d’Adobe.
What comes next after AI agents? We had to ask

3 weeks ago | techtarget.com | Don Fluckinger

Agentic AI is so 2024. What's next? By Don Fluckinger, Senior News Writer Published: 28 Mar 2025 At first, ChatGPT and generative AI were the buzzwords to describe the life-changing tech of large language models.
Tech buyers swamped with agentic AI choices

4 weeks ago | techtarget.com | Don Fluckinger

Enterprise tech buyers, if you're overwhelmed by the array of autonomous AI platforms, it's not just you.
Qualtrics se lance dans l’IA agentique pour l’expérience client et les RH

1 month ago | lemagit.fr | Don Fluckinger

Des agents autonomes pour améliorer l’expérience Les Experience Agents exploitent les données issues des enquêtes Qualtrics, des discussions en centre d’appel, des avis en ligne et d’autres sources pour mesurer le ressenti des clients et des employés. Mais ces agents ne se contentent pas d’analyser les retours : ils peuvent identifier les problèmes rencontrés par les clients et proposer des solutions conformes aux politiques de l’entreprise – comme un remboursement ou des points de fidélité.
Adobe joins agentic AI fray with platform, prebuilt agents

1 month ago | techtarget.com | Don Fluckinger

Adobe added AI agents to its Experience Platform, an orchestration tool that coordinates and monitors them, and 10 prebuilt agents with which marketers can get started. In introducing agentic AI, Adobe joins the likes of OpenAI, Qualtrics, Salesforce and numerous other vendors in the CX space, as well as cloud giants AWS, Google and Microsoft.