Companies should apply an investment decision framework to ensure they acquire the right solutions to address their specific business challenges and deliver measurable ROI.
If we have, here's what we can do about it.
Organizations that lead customer experience in 2026 will master the interplay between orchestration, trust, and scale.
In modern CX interactions, it is increasingly important to document how your team works and make that transparent for your customers.
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.
Customers notice and reward companies that make interactions easier, faster, and more human.
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.)
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.)