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October 24, 2022
Engagement Blueprinting: How Your Company Can Leverage Service Design
This service design framework takes a journey management approach, mapping the end-to-end experiences of customers, employees, and partners to identify the areas that demand attention.
Please, Just Give Us All the Information We Need
To win the American people's vote (i.e., business), companies need to do a much better job of educating them.
CRM Across the Wire
Edify Integrates ChromeOS Desk Connector for Contact Centers
Edify with ChromeOS Desk brings all the apps and tools agents need for each interaction into one location. (Featured on SmartCustomerService.com.)
NICE Introduces Enlighten Journey Orchestration
NICE's Enlighten Journey Orchestration uses Enlighten AI to orchestrate consumer interactions for digital and voice engagements across agent and agentless journeys at massive scale. (Featured on SmartCustomerService.com.)
Uniphore Launches Updated X Platform
The latest updates to Uniphore's portfolio brings greater use of AI for sales and customer experience.
At OpenWorld, Oracle Announces Expanded AI Models for Unity CDP
15 artificial intelligence models enable business leaders to personalize customer interactions in their specific industries.
Qualtrics Launches CrossXM
Qualtrics's CrossXM shows companies how employee, customer, and brand experiences intersect.
Gong Launches Smart Trackers
Gong's Smart Trackers help revenue teams identify deal risks and opportunities within conversations.
Cogito Launches Personalized Coaching for Agents
Cogito's Personalized Coaching module automates the creation of personalized growth plans, streamlines coaching preparation for team leaders, and provides continuous feedback to agents.