Harini Gokul is a CX executive with 20+ years scaling global customer organizations at Entrust, Microsoft, and AWS. She recently joined Afiniti's board.

When AI Takes Action, Who Takes Responsibility? Generative AI has already changed how contact centers work by helping agents summarize conversations, surface knowledge and draft responses, but the ...

There have been a lot of enterprise AI discussions have focused on content risks like hallucinations, biased outputs, inaccurate information, data leakage, and compliance concerns. But now, the new ...

This specific partnership will bring Palantir Foundry’s ontology – a system for organizing business data so it can be read and understood by machines – governance and operational infrastructure into ...

Zoom has been positioning its AI Productivity Suite as part of its overall strategy to model AI-infused work as a "system of action," and the explanation for where AI Companion went helps solidify a ...

Using AI agents to streamline processes and drive governance is an overarching theme among Gartner’s trends. Gartner says that decision governance will make agentic decisions more trusted and faster ...

Let’s just get it right out in the open: Using results of AI research without verifying those results is not only risky, but bad in every imaginable way. As a friend artfully put it, “anyone can look ...

As CEO of Corvisa, Matt Lautz is responsible for business development, strategic partnerships, and product vision. Matt has served as the CIO for Corvisa's parent company, Novation Companies, for the ...

Last week I received two pitches from very different corners of the technology industry. One came from Levelpath, a procurement platform that helps organizations manage purchasing, contracts, and ...

Verint unveiled four new products at Verint Engage 2026 on Tuesday. The event marked the first time leadership for the new Verint addressed both Verint and Calabrio customers. The message to those ...

Today at Customer Contact Week in Las Vegas, 8x8 introduced AI Routing as a platform-level routing capability aimed at matching customers to the right expert across the organization. AI Routing is ...

A complete WEM suite makes it easier for Salesforce to position Agentforce Contact Center as a replacement for current CCaaS ...