Today's contact centers managers need to broaden their abilities to adapt to a wider set of challenges.
Conversational artificial intelligence could be a game-changer for CX vendors and the operations they outfit.
Knowledge management adoption among customer service personnel requires proper staffing, communication, and recognition.
CX leaders are facing growing pressure to adopt intelligent systems, but scaling agentic AI requires a deliberate foundation rooted in structure, visibility, and governance.
Building in house often costs more than you think, but focusing on your core business and leveraging specialized solutions can help you achieve better results at a lower total cost.
To unlock dramatic gains in customer service performance, companies must prioritize the psychological well-being of their teams because healthy, resilient employees don't just avoid burnout, they drive better outcomes.
21 Percent of U.S. Brands saw declining CX Index scores for the second year in a row, Forrester reported at its CX Summit. (Featured on DestinationCRM.com.)
NiCE Interactions Day 2 speakers bring the attention back to artificial intelligence. (Featured on DestinationCRM.com.)
CX Mpower Agents and integrations with AWS and Snowflake are among the highlighted innovations unveiled today. (Featured on DestinationCRM.com.)
The global customer support software market is set to grow at 21.1 percent CAGR, Valuates predicts
AI is making social support more of a viable option this time around. (Featured on DestinationCRM.com.)
Grand View Research expects the market for conversational artificial intelligence to grow by almost 24 percent for the next five years.
Press Ganey Forsta's and InMoment's combined technologies will bring deeper customer and employee insights.
Growth in the unified communications and collaboration solutions and communications platform-as-a-service markets is expected to continue through 2029.