CX goes AI-first: NiCE's acquisition of Cognigy signals a major customer service inflection point
imaginima/Getty Images The B2B technology market has been in a state of deep freeze for well over two years, since the Fed began increasing interest rates, raising borrowing costs, and making funding more difficult. Mergers and acquisitions (M&A) activities, particularly in the customer experience (CX) and contact center as a service (CCaaS) spaces, have stalled. Meanwhile, the development of generative AI (gen AI) has initiated a proverbial gold rush for investors focusing on the rapidly risi