AI starts with the right foundation. If your AI strategy is falling short, the issue may not be your tools; it might be your ...

Customers don’t see backend problems — but they feel them. Here’s how dedicated IPs reduce hidden CX friction.

The big news from the call center software angle? The merger between Verint and fellow Thoma Bravo company Calabrio.

The MACH Alliance, a global not‑for‑profit advocacy group, has remained focused on its mission to guide brands toward transformative, open, and best-of-breed solutions that will drive the next era of ...

Compare features, AI scoring, compliance and integrations to pick QA tools that boost CX and agent performance.

Salesforce plans to integrate Regrello's AI-native process automation technology with its Agentforce platform and Slack to ...

For marketers, the lesson is clear: move from campaigns as endpoints to content as infrastructure. A one-off stunt, like a ...

Consumer rage, complaint behavior and AI adoption look very different in the U.S. and Japan—offering sharp lessons for CX ...

Fragmented journeys. AI, search, and social mean brand interactions happen across scattered entry points outside your control ...

The lawsuit also comes against the backdrop of the FTC’s Click-to-Cancel rule, finalized in October 2024 but shot down in ...

Katrina Fine explains how Hyatt balances global consistency with local flair to create memorable guest experiences.