Expert Advice

Rebecca Wettemann
Rebecca Wettemann

The Cost of Disconnected CX and What to Do About It

The future of CX isn't better integrations, it's fewer of them.

Steve Morrell
Steve Morrell

What Businesses Actually Think CX Technology Does to Customer Experience

Technologies that earn the highest CX confidence ratings offer seamless first-time service.

Max Ball
Max Ball

Why Jack Clark Needs Us

The Anthropic founder wants AI to do something at which the CX industry has been working for years.

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Vendor Views

 
Sobhan Nejad

Should Contact Centers Build or Buy Voice AI?

Whether a vendor owns and operates the model infrastructure is a critical concern. (Featured on DestinationCRM.com.)

 
Peter Nebel

Your Call Center Is Sitting on a Goldmine of Intelligence, if AI Is Allowed to Act on It

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.)

 
Mercer Smith

Clear Rules, Clean Plumbing for Better CX

In modern CX interactions, it is increasingly important to document how your team works and make that transparent for your customers.

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News Briefs

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The Top Customer Service Trends and Technologies for 2026: Customer Service Is Getting Supercharged

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April 01, 2026

AI is opening new doors for contact center agents, managers, and customers. (Featured on DestinationCRM.com.)

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FCC Advances Contact Center Onshoring Initiative

The FCC is pushing forward with plans to regulate how American companies work with offshore contact center agents.

Leonard Klie | Mar 27, 2026

Aterian Consolidates Disparate Programs on Genesys Cloud

Genesys brings down technology costs and problems for consumer products company. (Featured on DestinationCRM.com.)

Mar 23, 2026
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Who Owns the Customer Experience?

The CRM tech stack is coming together, which complicates the ownership debate. (Featured on DestinationCRM.com>)

Mar 11, 2026
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85% of Consumers Prefer Interacting with Humans vs. AI Agents

Customers are growing more accepting of AI in customer service interactions, but a human is still preferred, Metrigy finds.

Mar 04, 2026
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Almost All Customer Service Leaders Under Pressure to Implement AI This Year

More than 80 percent of organizations plan to expand human agent responsibilities in 2026, Gartner finds. (Featured on DestinationCRM.com.)

Feb 24, 2026
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CX Administration Software to Reach $18.2 Billion by 2033

Market Research Intellect eyes a customer experience administration software market fueled by digital CX transformation and AI integration.

Feb 18, 2026
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Combined Verint–Calabrio Organization to Operate Under Verint Name

Thoma Bravo consolidates product portfolios under the Verint moniker.

Feb 18, 2026
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