Latest Voice of the Customer News

Contact Center & Omnichannel​

NICE Mpower: What’s Included, & How Much Does It Cost?

Customer Engagement & Journey Orchestration

Zurich Insurance Group Makes Customer-Centricity Real by Setting 33 CX Standards

Community & Social Engagement

Sprinklr Integrates with Bluesky for Publishing Content & Deeper Analytics

CRM & Customer Data Management

Customer Experience Challenges: 7 Industry Pros Share Their Most Pressing Problems

Contact Center & Omnichannel​

67 Thought-Provoking Customer Service Quotes

AI & Automation in CX

AI Agents Will Transform Voice of the Customer (VoC) Programs. Here’s How.

Customer Analytics & Intelligence

Conversational Analytics Is More Accessible Than Ever. Use It

Contact Center & Omnichannel​

Gartner Coins the Term “Quality Intelligence”, Its Latest Phrase for Contact Center Leaders

Contact Center & Omnichannel​

5 Expert Contact Center Predictions for the New Year

CX Trends

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

Customer Analytics & Intelligence

20 Excellent Use Cases for a Contact Center Virtual Assistant

Big CX Update

Medallia Snags Former Qualtrics Exec Mark Bishof as CEO

CRM & Customer Data Management

15 Customer Experience Technology Predictions for 2025

CRM & Customer Data Management

Gartner Magic Quadrant for CRM Customer Engagement Center (CEC) 2024: The Rundown

Contact Center & Omnichannel​

Microsoft Teams: A Contact  Center Leader’s Guide

Customer Analytics & Intelligence

Developing a Successful VoC Strategy: 3 Lessons from Belron