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NiCE Ups the Ante in CX AI – Cognigy Deal Puts Rivals on Notice

Posted by Tim M. Crawfordon July 29, 2025July 29, 2025in AI, CX, Research4 Comments

The Cognigy acquisition isn’t just about bots – it’s about owning the CX orchestration layer of the autonomous agentic AI enterprise. NiCE announced its intent to acquire Cognigy for ~$955 million in a strategic move that should send ripples through the CCaaS and CX…

What can CIOs learn from the Southwest Airlines debacle?

Posted by Tim M. Crawfordon December 28, 2022July 24, 2025in CIO11 Comments

For many US travelers, Southwest Airlines is a beloved travel partner. For stakeholders, Southwest has been one of the best-run airlines in the US for many years. In the past week, however, the airline has hit a patch of significant…