Expert Advice

Max Ball
Max Ball

Agentic Update: Reality Is Catching Up to Marketing

I've changed my outlookfrom disappointment to enthusiasm when it comes to agentic AI.

Jennifer MacIntosh
Jennifer MacIntosh, John Quaglietta

The Intelligent Front Door: Transforming Customer Service for the Digital Age

Organizations with unified, intelligent service experiences achieve higher retention, lower costs, and improved agent productivity.

Donna Fluss
Donna Fluss

CX AI Guidelines: A Practical Approach to Getting Started

Organizations that approach AI initiatives the right way are highly likely to realize substantial and measurable benefits.

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Vendor Views

 
Samantha Rosendorff

Why Voice AI Is the Next Frontier in Customer Conversations

Conversational AI is now mature enough to support real, human-sounding voice interaction.

 
Bright Hung, Carlos Alzate

AI in the Contact Center: Transforming Value Creation

AI automation has already shown its value for standardized, high-volume processes. Now, genAI and agentic AI can deliver humanlike service in less standardized interactions. (Featured on DestinationCRM.com.)

 
Marie-Louise Gaughan

What the Best-Performing CX Teams Did Differently in 2025

Leading teams in 2025 didn't chase quick wins; they invested in human-centric design, clean data, and iterative innovation to deliver measurable outcomes. (Featured on DestinationCRM.com.)

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News Briefs

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Rethinking 100 Percent Coverage in Contact Center QA

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January 21, 2026

Finding a happy medium between a few snapshots and blanket coverage. (Featured on DestinationCRM.com.)

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Speech Analytics Market Poised for Strong Expansion Through 2032

Polaris Market Research projects the global speech analytics market to reach $11.452 billion by 2032. (Featured on SpeechTechMag.com.)

Jan 12, 2026
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Guardian's Individual Life Contact Center Receives J.D. Power Certification for Outstanding Customer Service for Eighth Year

Exceeding industry benchmarks, this year's certification marks the 15th consecutive year Guardian has collectively earned J.D. Power recognition.

Jan 06, 2026
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The Most Valuable AI Use Cases for Customer Service and Support

Four areas emerge as priorities for AI investment, Gartner finds. (Featured on DestinationCRM.com.)

Dec 16, 2025
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White-Glove-for-All Is the Future of Customer Care

Providing a premium, highly personalized level of care to every customer is the new norm. (Featured on DestinationCRM.com.)

Dec 10, 2025
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Serving Customers Well Requires Agents to Be Well

Solutions now exist for monitoring agent mental and physical health. (Featured on DestinationCRM.com.)

Dec 03, 2025
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Self-Service and Live Chat to Be Top Service Tech by 2027

Phone and email will sharply decline in value in favor of digital channels, Gartner finds. (Featured on DestinationCRM.com.)

Nov 18, 2025
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Cloud5 Sees Unprecedented Contact Center Employee Tenure

In an industry plagued by high turnover, Cloud5 celebrates eight employees with 25 years of service. (Featured on DestinationCRM.com.

Oct 21, 2025
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