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Insight Type: Industry News

Keith Kirkpatrick

Salesforce Unveils Marketing GPT & Commerce GPT for End-to-End Personalization

Generative AI Tools Improve Productivity and Ability to Create Customized Journeys
Alex Gaw

CX Customer Wins for Vonage, SAP Emarsys, Twilio, Concentrix Brazil, and Genesys

Partnerships Benefit KDDI, FC Bayern, Camping World, Viasat Brazil, and Rabobank
Keith Kirkpatrick

FCA’s Consumer Duty Framework: Rules and Standards to Drive Better Customer Experiences

UK Financial Services Regulation Set to Go into Effect on July 31
Keith Kirkpatrick

Sprinklr AI+ Unifies Its Proprietary AI with Generative AI from OpenAI

Generative AI Tech Deployed Across a Full CX Suite Supports Faster Content Creation, Insights, and Next-Action-Generation
Alex Gaw

CX Customer Wins for Oracle, ASAPP Financial, IrisCX, WorkJam, and FullStory

Partnerships Benefit Prada Group, TCU Financial Credit Union, Great Northern Insulation, Worldwide Flight Services, and Mouser Electronics
Keith Kirkpatrick

Automation Anywhere Launches Generative AI Tools

New Capabilities Permit More Natural Interactions with Applications and Automations Across the Enterprise
Keith Kirkpatrick

Customer Care Questions Drive Significant Engagement with Social Media Platforms

Khoros Survey Finds Most Users Are Fine with a Three-Hour Window for Complaint Response, but Faster Response Could be a Competitive Differentiator
Alex Gaw

CX M&A and Funding News on Edenred, Enghouse, Axim, HelloTeam, and Kustomer

Acquired Companies Include Reward Gateway, Lifesize, and Perks Showcase
Keith Kirkpatrick

Delta Launches, Then Pauses, Employee Recognition Program After Backlash

Outside Actors Criticize the Program, Accusing the Airline of “Violation of Our Privacy”
Keith Kirkpatrick

Frontier Places Last in J.D. Power 2023 North America Airline Satisfaction Survey

But Strong Q1 2023 Earnings and Repeat Business Rate Lessen the Impact of Low Customer Satisfaction Ranking
Sherril Hanson

Nexthink Assist Launched to Support Digital Employee Experience

AI-Powered Virtual Assistant Helps IT Teams Address Problems More Efficiently
Keith Kirkpatrick

Five9 Accelerating Its Push Into the Enterprise Market

CCaaS Provider Targets ROI-Focused Innovations, Balanced Expansion
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