Organizations getting real value from AI aren't doing more AI; they're doing the basics better, and they're treating it as a catalyst for change.
U.S. customers recognize AI's potential benefits, particularly in speed and availability, but demand reliability, accuracy, and maintained access to human support.
I've changed my outlookfrom disappointment to enthusiasm when it comes to agentic AI.
Automation without humans optimizes systems not relationships.
Conversational AI is now mature enough to support real, human-sounding voice interaction.
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.)
Execution will determine whether the Calabrio/Verint consolidation becomes a market-shaping success for Thoma Bravo or a gateway for new AI-native WEM entrants.
Finding a happy medium between a few snapshots and blanket coverage. (Featured on DestinationCRM.com.)
Polaris Market Research projects the global speech analytics market to reach $11.452 billion by 2032. (Featured on SpeechTechMag.com.)
Exceeding industry benchmarks, this year's certification marks the 15th consecutive year Guardian has collectively earned J.D. Power recognition.
Four areas emerge as priorities for AI investment, Gartner finds. (Featured on DestinationCRM.com.)
Providing a premium, highly personalized level of care to every customer is the new norm. (Featured on DestinationCRM.com.)
Solutions now exist for monitoring agent mental and physical health. (Featured on DestinationCRM.com.)
Phone and email will sharply decline in value in favor of digital channels, Gartner finds. (Featured on DestinationCRM.com.)