Expert Advice

Kate Leggett
Kate Leggett

B2B Customer Service Technologies See Increased Investment

Look beyond AI and AI agents and consider the value you want to deliver to your customers.

Christopher Sladdin
Christopher Sladdin, J.J. Moncus

How Leaders Measure the Success of Customer Service and Support

Most metrics used today don't articulate departmental objectives and make it difficult to demonstrate functional value to stakeholders or make the case for investment.

Donna Fluss
Donna Fluss

The State of AI in Contact Centers: What’s Real and What’s Not

Applying the right AI-enabled solutions in contact centers and self-service environments should yield quantifiable benefits, but it might take more time.

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Vendor Views

 
Paul Barba

The Evolution of Text Analytics and Its Role in the New Era of Conversational Intelligence

A sectional approach to text analytics is one of the most important advances in the field in the past 10 years.

 
Kelly Dell

Generative AI Simplified: Transforming Customer Support with Ease

Generative AI in customer service can improve efficiency, reduce costs, and elevate customer satisfaction.

 
David Hoekstra

How Forecasting Strategy Drives Workforce Management

Forecasting is crucial for contact centers and can be improved through commitment and advanced workforce management tools and strategies.

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News Briefs

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A Q&A with Verint CEO Dan Bodner

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September 30, 2024

Dan Bodner, Verint chairman and CEO, sat down for a far-reaching interview with DestinationCRM.com during the Verint Engage 2024 conference in Orlando, Fla., answering questions on everything from the growth and future of the company to the outlook for the contact center industry. (Featured on DestinationCRM.com.)

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AI Bots' Benefits Cut Across Enterprises: Verint Engage 2024 Speakers Stress

CX automation is the only way forward, and AI technology is changing the game, Verint CEO Dan Bodner said at his company's Engage conference Tuesday. (Featured on DestinationCRM.com.)

Sep 25, 2024
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AI Is the Magic in CX, Verint Engage Speakers Affirm

Artificial intelligence produces impressive results for companies willing to take a chance on it, speakers point out at Verint's annual conference. (Featured on DestinationCRM.com.)

Sep 24, 2024
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Gryphon.ai Names New CEO

Clay McNaught is promoted from president and COO roles. (Featured on DestinationCRM.com.)

Sep 17, 2024
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AI Agents Market to Be Worth $47.1 Billion by 2030

MarketsandMarkets projects 44.8 percent CAGR for the AI agent technology market over the next six years. (Featured on SpeechTechMag.com.)

Sep 16, 2024
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ServiceNow Launches Xanadu Release of the NOW Platform

ServiceNow's new Xanadu release offers plenty of generative AI enhancements to the NOW platform. (Feaatured on DestinationCRM.com.)

Sep 11, 2024
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Alvaria Reverts Back to the Aspect Brand Name for WFM Products

Under a new CEO, Alvaria is changing the name of its workforce management products back to Aspect and revising its product strategy. (Featured on DestinationCRM.com.)

Sep 06, 2024
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The Best CRM Software and Solutions: The 2024 CRM Industry Leader Awards

CRM magazine has named its five picks in 11 categories, pointing the way forward with the best products and capabilities hitting the market in customer service, marketing, and sales. (Featured on DestinationCRM.com.)

Sep 04, 2024
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