Home → Archives for Rhys Fisher
CRM & Customer Data Management
SAP Unveils a New Point of Sale Solution, Connects the CX Ecosystem
Contact Center & Omnichannel
The Role of Audio Hardware in Reducing Contact Center Agent Burnout
“Significant” Amount of Customer Data Stolen in Qantas Contact Center Breach
Elon Musk Questions the Name ‘Salesforce’; Benioff Responds with an Impromptu ‘Agentforce’ Rebrand Idea
Big CX News from Salesforce, Genesys, OpenAI, & Mitel
Uncategorized
Is NPS Really BS? Another Study Suggests So
Customer Experiences in the US Hit a Record Low (Again!), Forrester Says
Workforce Engagement Management
3 In 5 Contact Center Agents Don’t Recommend Self-Service, Finds Gartner
Mitel Exits Chapter 11 Bankruptcy: A “Fresh Start” or Short Reprieve?
Big CX News from NiCE, Genesys, Salesforce, & Gartner
50% of CEOs Have or Plan to Develop a Strategy for Machine Customers, Says Gartner
Customer Analytics & Intelligence
From CEO Dismissal to Courtroom Drama: Dubber Takes Legal Aim at BDO Over Missing AU$26.6m
Bombshell Study Finds That Global Contact Center Agent Roles Will Increase, Not Decrease Over the Next Three Years
Genesys Becomes the First Tech Provider to Announce $2BN+ in Annual CCaaS Revenue
Big CX News from Salesforce, Zoom, Talkdesk & Five9
AI Won’t Kill the Customer Service Agent – At Least Not Yet
