Empathy and AI Shape Today's Leading Customer Experiences, KPMG Finds

KPMG's annual Customer Experience Excellence report finds that CX leaders not only meet customer needs but are committed to the well-being and values of their customers.

Gartner Identifies Top Three Priorities for CMOs  in 2025

Marketing leaders must focus on transcending disruption, elevating enterprise impact, and maximizing marketing yield, Gartner finds.

Addressable TV Advertising Continues to Grow

Addressable TV advertising has grown for the third year in a row as 53 percent of advertisers call it a must-buy.

A Q&A with Ashu Roy, eGain's CEO

During eGain's Solve conference in Chicago this week, Phillip Britt had a chance to talk with Ashu Roy, the company's co-founder, chairman, and CEO, for an in-depth, one-on-one interview.

Cost-Cutting, GenAI Drive Contact Center Outsourcing

Companies sign more service contracts, quickly adopt new technologies to improve customer experience, ISG says. (Featured on SmartCustomerService.com.)

Amazon Ads Introduces Many New Capabilities at unBoxed Event

Amazon launches AI creative studio, audio generator, product launch, optimization, and measurement solutions, and a new Amazon DSP experience.

AI-Led Companies Outperform Peers, Accenture Finds

New Accenture research finds that investments in generative AI and automation capabilities meet or exceed expected benefits.

U.S. Consumers Souring on Marketing Outreach

GetApp's 2024 Advertising Preferences Survey reveals how marketing overload and irrelevant content drive customers to disengage.

A Q&A with Verint CEO Dan Bodner

Dan Bodner, Verint chairman and CEO, sat down for a far-reaching interview with DestinationCRM.com during the Verint Engage 2024 conference in Orlando, Fla., answering questions on everything from the growth and future of the company to the outlook for the contact center industry.

Verint Launches Genie Bot at Engage 2024

Verint Genie Bot is an expansion of the company's Speech Analytics solution.

AI Bots' Benefits Cut Across Enterprises: Verint Engage 2024 Speakers Stress

CX automation is the only way forward, and AI technology is changing the game, Verint CEO Dan Bodner said at his company's Engage conference Tuesday.

AI Is the Magic in CX, Verint Engage Speakers Affirm

Artificial intelligence produces impressive results for companies willing to take a chance on it, speakers point out at Verint's annual conference.

A Q&A with Clint Oram, SugarCRM's Co-Founder and Chief Strategy Officer

SugarCRM is celebrating its 20th year in business in 2024. Clint Oram, its co-founder and chief strategy officer, recently gave a far-reaching interview with DestinationCRM, answering questions on everything from the impetus behind starting the company to the future for himself and SugarCRM in light of the continuing evolution of AI.

Happy Customers Lead to Happy Investors

Watermark Consulting research finds firms that lead in customer experience outperform laggards financially.

White House Starts 'Time Is Money' Initiative to Improve Customer Service

A new multi-agency White House initiative seeks to hold businesses accountable for eliminating time-wasting customer experience processes.

Customers Increasingly Demand Convenience

Demand for convenience is the top customer behavior trend to influence CX practitioners, CX Network's new study reveals.

Best Practices for Bringing Voice Assistants to Mobile Apps

Mobile voice interface development requires a clear objective with a lot of customer insight. (Featured on SpeechTechMag.com.)

Speech Analytics Expands Beyond Voice

AI innovations mean interaction analytics can provide more actionable insights. (Featured on SpeechTechMag.com.)

Here’s Where Budgets Should Go in 2025

Forrester recommends investments in generative AI, of course, but also in systems and activities that benefit the entire firm and help establish long-term trust with customers and partners.

Hashing Doesn't Make Data Anonymous, FTC Rules

Hashing can still be used to identify users over time, the Federal Trade Commission stated this week.