Make self-service options readily available, easy to use, and valuable.
Phillip Britt //
26 Jun 2025
Hospitality outlets can now take advantage of voice ordering to increase revenue and retention.
Phillip Britt //
26 Jun 2025
AI is making social support more of a viable option this time around.
Phillip Britt //
30 May 2025
Modern contact center intelligence means agents are better informed and interactions move quickly.
Erik J. Martin //
28 Apr 2025
These moments waste your team's time, damage customer relationships, and slowly erode the trust that keeps your organization functioning.
Anne Lackey //
01 Aug 2025
When automation displaces so many human roles, CX quality takes a nosedive. The key is to define clear, human-centric strategies for implementing AI.
Jennifer Lee //
29 Jul 2025
Curiosity, empathy, and active listening have always been at the heart of great customer experiences. Now, they matter more than ever.
Peter Borkovich //
15 Jul 2025
Integrating kiosks with CRM infrastructure is not simply a tech upgrade—it's a strategic investment in guest engagement, operational efficiency, and competitive differentiation.
Cheryl Lesniak //
14 Jul 2025
The notion of using technology to shrink contact centers has come up repeatedly through the years.
Donna Fluss //
29 Jul 2025
VCs see exciting opportunities for the technology in the B2C and B2B sectors.
Kashyap Kompella //
23 Jun 2025
Beware of memory scars from past attempts to leverage AI.
Liz Miller //
17 Jun 2025
Companies will need a way to verify that a bot is acting with consent.
Ian Jacobs //
26 Jun 2025