Don’t Let Fear Deter CX Investments in 2025
10 Feb 2025
It is indeed possible to reduce operational complexity and overhead without compromising CX quality (thanks, AI).
Transforming Contact Centers with AI: Lessons Learned and Key Takeaways
15 Jan 2025
Here's some guidance on your AI journey.
AI's Dual Role in Transforming Knowledge Management
06 Jan 2025
KM solutions both harness and are empowered by artificial intelligence,
CX Differentiation Will Be Easier Than Ever In 2025
31 Dec 2024
The low-hanging fruit of easy CX wins has been picked, but 2025 offers a silver lining for bold CX leaders.
A Backstage Pass to Technology Evaluations
22 Jan 2025
New year, new…set of enterprise initiatives.
Some (Near) Year-End Customer Service Reflections
27 Nov 2024
'Tis the season to not leave money on the table.
AI’s Powerful Impact on CRM
21 Nov 2024
AI is already revolutionizing sales, marketing, and customer service.
The CCaaS Market Sees Growing Pains and Changing Dynamics
12 Nov 2024
Many waves of opportunity are ahead for CCaaS providers.
Expect Change in the CRM Industry in 2025 and Beyond
04 Dec 2024
If there's one thing that's certain, it is that the long-term outlook for the CRM market remains positive.
GenAI: Reaping the Benefits and Navigating the Challenges
03 Oct 2024
The technology is well on its way to being a contact center fixture.
Your Customers Don’t Care about Efficiency Metrics
09 Oct 2024
A focus on cost reduction can shortchange your contact center.
Conversational Interfaces: Gimmick or Gateway?
13 Aug 2024
We have to keep questioning the tech we adopt, not just for its flash but for its function.
Applying AI Successfully to Customer Service
29 Aug 2024
Manage the challenges, realize the benefits.
GenAI Is Revolutionizing Conversation Analytics
20 Aug 2024
The solutions can uncover deeper insights, operationalize findings, and generate improvements to the CX and EX.
Marketing Campaigns Need an Enablement Advantage
27 Aug 2024
A focus on employee experience, enablement, and engagement is a top marketing priority.
Data Headlines Our 2024 Awards
06 Sep 2024
None of the solutions we celebrate can work without data that is current, relevant, and accurate.
CRM, AI, and Technology Investment: Too Much of a Good Thing?
12 Jul 2024
Despite the countless dollars companies are spending on AI, the quality of the experiences they provide to customers continues to decline.
A Practical Approach to GenAI in the Contact Center
02 Jul 2024
Start slowly with the technology—but definitely start.
Meet the New ROI for AI Projects: Return on Transformation Investment (RTI)
05 Jul 2024
Quantifying success in AI projects requires new techniques for measurement.
Contact Center Analysts Aren’t Immune from Baffling Service Experiences
03 Jul 2024
Knowing exactly where a company went wrong doesn't lessen the frustration.