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February 24, 2020


Why Negative Customer Feedback Is Vital for a Strong CX Program

Customers who aren't delighted with your products or services highlight the best opportunities for change. (Featured on

AI Is Reshaping Consumers’ Expectations for Customer Service

Consumers' "liquid expectations" demand that business incorporate AI into their CX strategy.


CCPA Is Now in Effect

California's consumer privacy law took effect Jan. 1

CRM Across the Wire

Medallia Completes Acquisition of LivingLens

Medallia has acquired the video feedback platform provider to combine visual insights and emotion and sentiment analysis.

Talkdesk Enhances Outbound Dialer Suite

Talkdesk added proactive capabilities to help companies connect with customers through personalized sales and service.

Lytics Integrates with Google Cloud BigQuery

Lytics users can now access and analyze massive amounts of data in Google Cloud's secure, scalable data warehouse.

Five9 Acquires Virtual Observer

The Virtual Observer acquisition comes as Five9 continues to accelerate enterprise cloud contact center adoption. (Featured on

TTEC Partners with Pegasystems

The two companies are pairing to accelerate contact center digital transformations. (Featured on

Verdane Acquires Confirmit

Verdane Capital will merge Confirmit into data visualization reporting firm Dapresy.

Obviously AI Rolls Out Natural Language Platform for Predicting Customer Outcomes

Obviously AI's No-Code Machine Learning Platform lets anyone run predictions and analytics using natural language questions.