Articles by

Crescendo is throwing out the old customer service playbook. By combining human expertise with its expanded agentic AI platform, the company is turning customer experience (CX) from a cost center into a competitive edge, delivering faster, more accurate service and strategic insights that drive business improvement Its integrated platform aims to c...

A leader in the EV battery recycling business has announced a new use for those batteries: powering AI data centers Redwood Materials has launched Redwood Energy, which will use used EV batteries to store power from solar arrays. That power can then be used to power the data centers of Redwood's partner in the project, Crusoe, a firm best known for...

Streaming TV services now lead the current wave of growth, pushing cable and over-the-air TV closer to obsolescence Yes, there are still viewers who cling to traditional cable television. Some even prefer its ease and simplicity to the multiple remote controls and different streaming services. Still, cable TV growth peaked long ago and has been in ...

Artificial intelligence (AI) is transforming how insurance coverage is offered, purchased, and understood by translating policies into plain language and helping customers better understand their options AI has supported back-office operations in the insurance industry for years, providing fraud alerts, streamlining claims processing, and analyzing...

Cloudflare, which services about 20% of websites, announced Tuesday that it is now blocking web-scraping AI bots from accessing those sites by default Unless a website explicitly turns off the default, an AI crawler will need to obtain permission from the website to scrape its content. Website owners can choose whether they want AI crawlers to acce...

The U.S. Postal Service is warning consumers about a growing scam called "brushing," where unsolicited packages are sent to harvested addresses to inflate the reputation of an unscrupulous online retailer Brushing scams involve receiving unsolicited packages containing low-cost items, such as household goods, the USPS warns. These packages are ofte...

NiCE Interactions 2025 marked a pivotal moment in the company’s evolution, not just as a premier provider of customer experience technology but as a forward-looking orchestrator of human-centric, AI-driven transformation Led by newly-appointed CEO Scott Russell, the event signaled a recalibration of NiCE’s messaging, strategy, and momentum. Rus...

AI has become central to much of what we do, but as we rely on it more, we are bleeding related skills Just as calculators made memorizing multiplication tables feel unnecessary, smartphones have rendered cursive practically obsolete, and services like Lyft and Uber have led many young people to skip learning to drive....

With mobile usage now far outpacing desktop usage, the latter has an antiquated air about it to many. Mobile is the future, implying that desktop must be the past. It’s natural to expect a more secure future, having learned from past failures. Indeed, as noted in the preceding piece, mobile devices feature no shortage of security controls However...

Unapproved use of ChatGPT and other generative AI tools is creating a growing cybersecurity blind spot for businesses. As employees adopt these technologies without proper oversight, they may inadvertently expose sensitive data — yet many managers still underestimate the risk and delay implementing third-party defenses This type of unsanctioned t...

Reports of identity crimes to the Identity Theft Resource Center continued to decline in 2024 from 2023. However, victims who report their crimes are suffering greater financial losses than ever, according to the ITRC's 2025 Trends in Identity Report, released on Tuesday The ITRC's COO, James E. Lee, told TechNewsWorld that there are a number of fa...

For the past 20 years, multi-factor authentication (MFA) has been regarded as the gold standard for replacing passwords to achieve strong authentication. While one-time passcodes (OTPs), hardware tokens, and push notifications have enhanced protection against identity-based attacks, MFA no longer offers ironclad security Phishing, social engineerin...

A recent study by the Media Lab at MIT found that prolonged use of ChatGPT, a large language model (LLM) chatbot, can have a harmful impact on the cognitive abilities of its users Over four months, LLM users consistently underperformed at neural, linguistic, and behavioral levels, noted the report, whose main author was research scientist Nataliya ...

The evolution of agentic AI is shifting customer experience (CX) across industries by enabling autonomous decision-making, real-time adaptability, and goal-driven intelligence Unlike traditional AI, which reacts to inputs, agentic AI takes the initiative to anticipate customer needs, personalize interactions, and optimize business processes at an u...

The news around artificial intelligence (AI) has reached a fever pitch. However, this isn't just about algorithms and data; we stand at a precipice in personal hardware, eerily similar to the moments that gave birth to the personal computer and the modern smartphone The tectonic plates of technology are shifting, and the established giants of today...

As organizations increasingly rely on cloud-based services like Microsoft 365 Exchange for daily communication, a common and potentially dangerous assumption has emerged: that storing data in the cloud means it’s automatically safe While Microsoft does provide a high level of infrastructure security and service availability, data protection for M...

A unified digital B2B commerce platform powered by GenAI can personalize e-commerce experiences and boost sales of complex, configurable products Aleran Software helps manufacturers and distributors digitally transform their B2B operations through customer-centric buying experiences that support purchasing anytime, anywhere. By eliminating siloed c...

Samsung is developing a “health hub” designed to help patients share data with their doctors and stay informed about medical advice between visits The company’s plans, reported Monday by Bloomberg and confirmed in a Samsung press release, center on using data collected from its Galaxy devices to create a unified platform for personal health m...

Businesses drowning in customer and employee feedback can now get straight answers -- fast The latest CRM solution from Netigate, powered by its new generative AI feature Ask AI, lets you ask plain-language questions and instantly surface insights from massive volumes of survey responses, reviews, and support data....

Bringing the nation's 9-1-1 system into the digital age is moving forward but slowly, according to a report released Tuesday by a public safety and emergency communications company In its 2025 State of the 9-1-1 Report, Longmont, Colo.-based Intrado Life & Safety noted that the transition from legacy to next-generation 9-1-1 (NG9-1-1) is well under...