Operational Efficiency

Contact Center & Omnichannel​

Confident CX Starts Here: Navigating the CCaaS Market with CallTower and Inoria

Contact Center & Omnichannel​

Cisco Deploys a 15,000-Seat Contact Center Spread Across 150 Locations

Customer Analytics & Intelligence

Adobe Releases a Slew of AI Agents to Boost Customer Experiences

Contact Center & Omnichannel​

Genesys Deepens Its ServiceNow Partnership, Releases New Agentic AI & Orchestration Capabilities

CRM & Customer Data Management

Big CX News from Salesforce, ServiceNow, HubSpot & Microsoft

Contact Center & Omnichannel​

Microsoft Completes a Big Move to Converge CCaaS and UCaaS

Contact Center & Omnichannel​

Klarna Redeploys Staff to Customer Service, Pulls From Marketing, Engineering, and Legal Teams

Contact Center & Omnichannel​

AI That Actually Works: Lessons from Two Contact Centers Winning with Tech

Contact Center & Omnichannel​

Beyond the Hype: How Practical AI Drives Real ROI in the Contact Center

Workforce Engagement Management

NVIDIA CEO: We’ll Be Busier in the Future Than We Are Right Now

Customer Analytics & Intelligence

Is NPS Really BS? Another Study Suggests So

CX Trends

Customer Experiences in the US Hit a Record Low (Again!), Forrester Says

CX Trends

Walgreens CEO: “When You Lock Things Up… You Don’t Sell as Many of Them”

Marketing & Sales Technology

The Power of Regret: From Customer Nightmare to Marketing Tool