Latest Explain News

AI & Automation in CX

Public Sector CX Is Under Systemic Pressure, and the Contact Center Shows It First

Workforce Engagement Management

The Spreadsheet Problem Hiding Inside Your Workforce Strategy

Customer Analytics & Intelligence

Containment Metrics Are Killing Customer Trust, Says Amazon Connect

AI & Automation in CX

Microsoft Expands AI Capabilities Across Sales and Customer Experience

Security, Privacy & Compliance

Insurance CX Is Losing Customers at the Worst Possible Moment: Payment

AI & Automation in CX

You Wait All Year For A CX Copilot, Then Genesys And Microsoft Drop Two At Once

CRM & Customer Data Management

Composable CX Will Replace Monolithic CRM Platforms

Customer Analytics & Intelligence

Choosing a CX Analytics Platform? Avoid These Costly Mistakes

AI & Automation in CX

Why the Network Layer Is Now a CX Problem

AI & Automation in CX

SoundHound’s LivePerson Deal Targets the Biggest Omnichannel CX Gap

Customer Engagement Platforms

Intercom Challenges Multi-Agent Trend With Expansion Into Sales

AI & Automation in CX

The Searchable Enterprise: Ctrl+F  Your Customer Truth

Customer Engagement & Journey Orchestration

Are You Buying CX Tools Instead of Fixing Orchestration?

Contact Center & Omnichannel​

How to Prove Your Omnichannel CX Is Truly Unified

Security, Privacy & Compliance

Why Always-On CX Resilience Starts With Security

Contact Center & Omnichannel​

Is Your AI Escalation Strategy Breaking Customer Trust?