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Voice of the Customer
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
Customer Data Platform
From CEO Dismissal to Courtroom Drama: Dubber Takes Legal Aim at BDO Over Missing AU$26.6m
CX
The Current State of Customer Service: A Breakdown
Contact Center
Happy Agent = Happy Customer: Why More Contact Centers Are Focusing on the Agent Experience
5 New Customer Expectations for 2025 (and How to Outpace Them!)
CRM
OpenAI Rolls Out Shopping in ChatGPT Following Rumors of a Big Shopify Partnership
The Convergence of AI, CX, and EX – A New Era for Customer Experience Professionals
Conversational AI
How Krisp’s AI Live Interpreter is a Win-Win for Contact Center Agents and Customers
Hardware Over Software: Cyber Acoustics’ Mission to Simplify Noise-Cancellation in Contact Centers
Krisp’s AI-Powered Live Interpretation: Breaking Language Barriers in Real-Time
CX TV
Salesforce Update – The Layoffs, 1,000 Agentforce Deals, & the AI Energy Score
Meeting Gen Z Expectations: Why Physical Mail is Losing Relevance
Microsoft to Shutdown Its Dynamics 365 Unified Service Desk (USD)
Walgreens CEO: “When You Lock Things Up… You Don’t Sell as Many of Them”
