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.

Google Ends Plans to Scrap Cookies from Chrome

Google cites the significant work needed to craft its alternatives to third-party web-tracking cookies.

A Q&A with Barry Cooper, NICE's CX Division Head

Barry Cooper sat down with CRM magazine writer Phillip Britt at the recent NICE Interactions conference in Las Vegas for a one-on-one interview.

NICE Shows the Benefits of AI-Driven Tech at Interactions Event

Artificial intelligence embedded across NICE's products has already led to great results for the company and its customers, Barry Cooper said at a Day 2 keynote during Interactions 2024.

NICE Touts Single-Platform Design at Interactions

NICE has hailed cloud, digital, and AI technologies as transformative, and proves it with the release of CXone Mpower and 1CX unified platforms at its annual Interactions event.

Pega Is iNspired by Generative AI

At its iNspire conference, Pegasystem announced expansions to its generative AI tools for building workflows and applications and an expansion of its genAI partner ecosystem.

Marketing and Sales Functions Collaborate on Only Three Out of 15 Commercial Activities, Gartner Finds

Cross-functional alignment can drive outsized results, Gartner analysis reveals at Marketing Symposium.