The future of CX isn't better integrations, it's fewer of them.
Technologies that earn the highest CX confidence ratings offer seamless first-time service.
The Anthropic founder wants AI to do something at which the CX industry has been working for years.
Whether a vendor owns and operates the model infrastructure is a critical concern. (Featured on DestinationCRM.com.)
The challenge now is to identify use cases where agentic systems can produce measurable improvements in productivity, quality, and customer experience. (Featured on DestinationCRM.com.)
In modern CX interactions, it is increasingly important to document how your team works and make that transparent for your customers.
The FCC is pushing forward with plans to regulate how American companies work with offshore contact center agents.
Genesys brings down technology costs and problems for consumer products company. (Featured on DestinationCRM.com.)
The CRM tech stack is coming together, which complicates the ownership debate. (Featured on DestinationCRM.com>)
Customers are growing more accepting of AI in customer service interactions, but a human is still preferred, Metrigy finds.
More than 80 percent of organizations plan to expand human agent responsibilities in 2026, Gartner finds. (Featured on DestinationCRM.com.)
Market Research Intellect eyes a customer experience administration software market fueled by digital CX transformation and AI integration.
Thoma Bravo consolidates product portfolios under the Verint moniker.
Finding a happy medium between a few snapshots and blanket coverage. (Featured on DestinationCRM.com.)