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3 weeks ago | 
cxtoday.com | Rhys Fisher
Verint has landed two eight-figure megadeals totaling $27 million. The deals were announced during the company's Q1 2026 earnings call, where CEO Dan Bodner highlighted the integral role that Verint's AI-powered bots played in both agreements. Verint anticipates that the first deal (worth $13 million) will see AI-powered bots help a leading insurance company boost its supervisor capacity by over 50 percent and agent capacity by more than 25 percent.
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3 weeks ago | 
cxtoday.com | Rhys Fisher
This week the CX space has seen exciting integrations from Salesforce and HubSpot, a fresh AI agent release for Adobe, and Everise implementing Krisp's accent neutralization tech. Here are the extracts from these popular news stories. Salesforce has embedded Slack across its Salesforce Customer 360 apps. In doing so, it aims to empower employees to communicate using the apps they're already working from.
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3 weeks ago | 
cxtoday.com | Rhys Fisher
Adobe has added a new AI agent to its Adobe Experience Platform, which aims to streamline case management. As customers submit support tickets, the new Product Support Agent gauges their intent and adds critical context to the case, enabling a faster resolution. Doing so helps troubleshoot and manage tricky customer cases, which often escalate to CX leaders and distract them from their core responsibilities, more quickly.
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3 weeks ago | 
cxtoday.com | Rhys Fisher
Everyone who has telephoned a customer service department will have been greeted with the automated "sorry we are experiencing unusually high call volumes" message at one point or another. Your heart sinks, you do some huffing and puffing, and then you try to make peace with the fact that you're probably going to have to spend anywhere between 30 seconds and two hours listening to the same 'relaxing' tune over and over again.
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3 weeks ago | 
cxtoday.com | Rhys Fisher
The customer service and experience space is overrun with AI solutions, but how many are designed to tackle real contact center issues? If you adopt a 'one-size-fits-all' approach to implementing AI within your contact center, it is likely that you will fail to maximize the potential of the technology. Generic AI is not suited for areas like contact center audio, due to issues with background noise, accent variation, and overlaps.
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3 weeks ago | 
cxtoday.com | Rhys Fisher
The customer service and experience space is overrun with AI solutions, but how many are designed to tackle real contact center issues? If you adopt a 'one-size-fits-all' approach to implementing AI within your contact center, it is likely that you will fail to maximize the potential of the technology. Generic AI is not suited for areas like contact center audio, due to issues with background noise, accent variation, and overlaps.
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3 weeks ago | 
cxtoday.com | Rhys Fisher
CX has become a defining factor in business success, yet implementing effective CX solutions remains slow, expensive, and complex for many organizations. Traditional approaches to CX delivery often require extensive customization, long proof-of-concept (PoC) phases, and heavy IT involvement, all of which create roadblocks for companies aiming to provide seamless customer engagement. Enter the 'SequenceShift Experience' shorthand for the SequenceShift customer-first delivery model.
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4 weeks ago | 
cxtoday.com | Rhys Fisher
It's been another busy week in the wonderful world of customer experience, with a major acquisition from Salesforce, fighting talk from NVIDIA and ServiceNow, some eye-opening findings in Cisco's agentic AI report, and a deep dive into Microsoft's recent layoffs. Here are the extracts from these popular news stories. Salesforce has agreed to acquire Informatica for approximately $8BM. Bloomberg hinted at the news late last week, citing "a person familiar with the matter".
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1 month ago | 
cxtoday.com | Rhys Fisher
You could consider the initial objective of introducing AI into CX accomplished as it dominates conversations and business strategies. However, a new trend and demand are emerging - a movement from generic platforms to tailored vertical solutions. It is also safe to say that retail is spearheading this charge, with unique pain points, evolving customer expectations, and the need for specialist CX tools heightened.
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1 month ago | 
cxtoday.com | Rhys Fisher
Salesforce has secured over 8,000 deals for its Agentforce platform. Speaking during the company's Q1 2026 earnings call, CEO Marc Benioff confirmed that more than 4,000 of the deals are paid and that 800 customers are already in production with Agentforce. At the previous earnings call in February of this year, Benioff revealed that the vendor had closed 5,000 Agentforce deals, meaning the CRM giant has added an additional 3,000 in the past three months.
