Execution will determine whether the Calabrio/Verint consolidation becomes a market-shaping success for Thoma Bravo or a gateway for new AI-native WEM entrants. (Featured on SmartCustomerService.com.)
Donna Fluss //
30 Jan 2026
Poor service isn't just a reputational risk. It's a direct and measurable threat to profitability.
Jennifer Lee //
29 Jan 2026
In 2026, customer experience leaders will stop debating AI versus human support and start competing on how seamlessly they can connect the two.
David Karandish //
27 Jan 2026
It's time for a debrief: Did your customers feel an experience debt, one that will be paid by you in the form lost loyalty and revenue?
Jonathan Moran //
21 Jan 2026