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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.

Front Office

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

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

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.