Cloud5 Sees Unprecedented Contact Center Employee Tenure

In an industry plagued by high turnover, Cloud5 celebrates eight employees with 25 years of service.

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

eGain's outlook for AI is positive, chair and CEO says in an exclusive interview at Solve '25.

Trusted Knowledge Is Key to AI Success, eGain CEO Asserts at Solve 25

New eGain products helps automate knowledge processes and assure content is accurate and compliant.

Salesforce Launches Agentforce 360 at Dreamforce

Agentforce 360 has advanced capabilities for building, deploying, and governing AI agents.

AI Bridges Brands' Loyalty Gaps, Brand Keys Finds

Tech, entertainment, and heritage brands are reshaping the loyalty landscape in Brand Keys' Loyalty Leaders List.

A Q&A with Verint's Jasen Williams About the Thoma Bravo Acquisition

Verint senior vice president of corporate marketing tells DestinationCRM that there are still a lot of unknowns surrounding Thoma Bravo's acquisition of Verint.

Voice of the Customer Makes a Comeback at Verint's Engage 2025

Verint redoubles efforts around voice of the customer and self-service bots on day 2 of its Engage conference.

Genesys Expands Partnership with ServiceNow at Xperience 2025

Genesys' expanded partnership with ServiceNow enables A2A customer experience orchestration

Value of AI Tops Discussion at Verint Engage 2025

Verint customers are cashing in on its AI technologies, keynote speakers at Verint Engage 2025 maintain.

Genesys Doubles Down on Agentic AI at Xperience 2025

Genesys has added more than 150 advanced AI capabilities in the past few months, and more are on the way, executives stressed at the Xperience 2025 event.

Thoma Bravo Acquires Verint

Verint will merge with Calabrio to create an AI-driven customer experience powerhouse 

The Healthcare Industry's Strategic Advantage Is Now Voice AI

Voice isn't just the interface between humans and systems anymore; it's the intelligence layer binding them together. (Featured on SpeechTechMag.com.)

Bill Seeks to Protect Americans’ Access to U.S.-Based Customer Service

The Keep Call Centers in America Act would ensure when Americans call a call center, they can speak to a human located in the United States. (Featured on SmartCustomerService.com.)

More Than Half of Customer Service Journeys Start on Third-Party Platforms

Service leaders must adapt strategies to engage customers on search engines, social platforms, and genAI tools, Gartner urges. (featured on SmartCustomerService.com.)

Court Blocks Click-to-Cancel Rule

The FTC's subscriptions rule change doesn't go into effect.

CX Leaders Grow More Cautious as Economic Uncertainty Persists

While volatility is here to stay for a while, embracing scenario planning can help regain control, Forrester urges.

Three Trends That Will Shape The Future of Customer Service

Emerging technologies and evolving expectations will transform customer service over the next three years, Gartner predicts.

Nearly Half the Desired Results from New Customer Service Technology Don't Materialize

New research from Gartner reveals strategies for organizations to maximize ROI from customer service technology`

GenAI + Agentic AI: Driving Smarter Self-Service

Organizations can greatly increase the number of intents they can address and interactions they can resolve.

CX Quality Continues to Slide, Forrester Details

21 Percent of U.S. Brands saw declining CX Index scores for the second year in a row, Forrester reported at its CX Summit.