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Musings from Genesys Xperience 2026
At its annual user conference, Xperience 2026, Genesys unveiled an ambitious product vision that marks the beginning of its latest act, staking out a…
Sep 12
•
Nicolas De Kouchkovsky
1
The customer service and contact center challenger nobody is watching: Atlassian
At its Investor Forum in May, Atlassian revealed that its customer service business, delivered through its Service Collection bundle, had surpassed $1B…
Sep 1
•
Nicolas De Kouchkovsky
August 2026
Musings from KeyBanc Technology Leadership Forum
Earlier this month, I attended the KeyBanc Technology Leadership Forum.
Aug 28
•
Nicolas De Kouchkovsky
1
Crescendo jumps into the CX platform market
Crescendo has introduced its Customer Experience Platform (CXP).
Aug 25
•
Nicolas De Kouchkovsky
1
TTEC Digital explores strategic options as the contact center channel evolves
TTEC announced last week that it is exploring strategic options for its TTEC Digital business.
Aug 19
•
Nicolas De Kouchkovsky
1
Unpacking the Revenue Blueprint part 2: Defining and prioritizing target accounts and buyers
In this second installment, I continue unpacking my new Revenue Blueprint, double-clicking on two critical jobs-to-be-done:
Aug 10
•
Nicolas De Kouchkovsky
2
Five9 Q2 2026: A new strategy takes shape
Five9’s Q2 results offer another valuable perspective on the CX market, while providing an important six-month checkpoint for new CEO Amit Mathradas as…
Aug 8
•
Nicolas De Kouchkovsky
Omilia raises $67M in Series B funding
Things continue to accelerate in the Conversational AI market.
Aug 7
•
Nicolas De Kouchkovsky
Yellow.ai goes public with a bold BPO transformation strategy
Interesting development in the conversational AI space.
Aug 4
•
Nicolas De Kouchkovsky
1
July 2026
Zoom acquires Common Room: A new SalesTech consolidator emerges
Earlier this month, Zoom made a bold move by acquiring sales intelligence specialist Common Room.
Jul 28
•
Nicolas De Kouchkovsky
Musings from Verint Engage 2026
Verint held its annual customer and partner conference, Engage, in June.
Jul 7
•
Nicolas De Kouchkovsky
HubSpot acquires Warmly,
Founded seven years ago, Warmly, has reached $7.5M ARR with 400 customers.
Jul 2
•
Nicolas De Kouchkovsky
1
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