AI Goldfish or AI Dolphin—Which One Is Your Organization Ready to Be?

Beware of memory scars from past attempts to leverage AI.

Voice AI Is Fueling Serious Investment Interest

VCs see exciting opportunities for the technology in the B2C and B2B sectors.

Meet the New (Customer) Bot, (Not) the Same as the Old Bot

Companies will need a way to verify that a bot is acting with consent.

A Guide to the Most Powerful AI Applications for Marketing

Here's how AI is transforming how companies connect with customers and prospects.

CX Leaders: How to Thrive Through Volatility

Executives might need to dust off (and adapt) their playbooks from the pandemic.

Should Machines Be Quality-Scoring Machines?

If AI is charged with evaluating AI, the process needs to look different.

Why AI Agents Are Booming and the Real Challenges Behind the Hype

The possibilities are exciting, but the path to a successful AI rollout isn't all smooth sailing.

With CX, There’s a Disconnect Between Expectations and Reality. AI Can Help

The technology offers a way forward, but not without detailed planning.

Don’t Let Tariffs Sabotage Customer Service

As companies face difficult decision about fluctuating costs, it will be crucial to be transparent with customers.

In Memory of an Apostrophe: Is the Customer’s Experience Gone Forever?

It's time to remember who actually owns the experiences customers have with you.

Smart Glasses and the Future of CRM

Sci-fi shopping experiences are right around the corner.

CCaaS: What to Assess Before You Invest

Contact center-as-a-service is a highly competitive market with 200-plus global vendors aggressively vying for business.

Do We Still Need DEI in Customer Service?

DEI has become a hot-button issue, but diverse workforces remain a source of strength.

Who Are the Agents of Tomorrow?

In an automated contact center, humans will have a role to play. Time to figure out what that is.

A Backstage Pass to Technology Evaluations

New year, new…set of enterprise initiatives.

CX Differentiation Will Be Easier Than Ever In 2025

The low-hanging fruit of easy CX wins has been picked, but 2025 offers a silver lining for bold CX leaders.

Don’t Let Fear Deter CX Investments in 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

Here's some guidance on your AI journey.

AI's Dual Role in Transforming Knowledge Management

KM solutions both harness and are empowered by artificial intelligence,

The CCaaS Market Sees Growing Pains and Changing Dynamics

Many waves of opportunity are ahead for CCaaS providers.