Expert Advice

Kate Leggett
Kate Leggett

Have We Reached the SaaSpocalpyse for Customer Service Operations?

If we have, here's what we can do about it.

Derek Top
Derek Top

Agentic Commerce: Ready to Deliver Better CX

Organizations that lead customer experience in 2026 will master the interplay between orchestration, trust, and scale.

Donna Fluss
Donna Fluss

The Calabrio/Verint Consolidation: Opportunity and Outlook

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.

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Vendor Views

 
Angie Tay

Chinamaxxing: Why Global CX Needs a Plurality of Models

As Western consumers embrace Chinamaxxing and slow-living rituals, companies must move beyond a speed-only CX model and adopt a pluralistic approach that balances velocity with human-centered, restorative engagement.

 
Jennifer Lee

Fortifying Customer Loyalty Through More Resilient Support

Customers notice and reward companies that make interactions easier, faster, and more human.

 
David Karandish

Why Bridging AI-to-Human Support Will Define CX in 2026

In 2026, customer experience leaders will stop debating AI vs. human support and start competing on how seamlessly they can connect the two. (Featured on DestinationCRM.com.)

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News Briefs

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Combined Verint–Calabrio Organization to Operate Under Verint Name

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February 18, 2026

Thoma Bravo consolidates product portfolios under the Verint moniker.

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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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Rethinking 100 Percent Coverage in Contact Center QA

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

Jan 21, 2026
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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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