I’m Looking Forward to More QR Codes

It's not conjecture or hyperbole; QR codes truly are back, and this time around they might have actually have staying power.

The CCaaS Opportunity Ahead: How Vendors Can Lead the Next Wave

Contact center-as-a-service solutions remain a core platform, but their roles are evolving

AI Empowerment in Practice: Spotlight on Retail

A clothing and accessories firm gets a boost from an AI-powered CX platform.

Cold Circuits, Warm Heart: AI and Empathy in CX

Customers will judge the interaction in front of them.

Profiled by Prompt, Illustrated by Model: Audit Your LLM’s Assumptions

Your large language model thinks it knows you. Is it right?

The Marketer’s Guide to Answer Engine Optimization

Shoppers are loyal to convenience.

AI Propels KM to Center Stage

Knowledge management is no longer confined to contact centers or tech support.

A Vertical Focus Is the Key to AI Adoption

Success relies on speaking the customer's language and addressing their specific needs.

Companies, Your Lack of Attention Is Disturbing

You would think firms would always take action against fraudsters for trying to impersonate them. Think again.

Output Is Not an Outcome: Resolving a Misperception About AI in CX

Any number of AI-driven outputs will be required to reach outcomes that have real value to businesses.

I Own My Own Experiences

No one department should have exclusive responsibility for the customer experience.

CX Solutions of the Future Will Have a Mind of Their Own

Agentic AI won't just think but act.

Boosting CX Worker Productivity in the AI Age

Agentic AI combined with customer-facing human agents will transform service.

Why Conversational Experience Orchestration Will Have Its Moment

Something needs to be at the helm making sense of customer experiences.

Too Much, Too Little, Too Late: Rethinking ‘100 Percent Coverage’ in Contact Center QA

Finding a happy medium between a few snapshots and blanket coverage.

When AI Gets Smarter, Agents Get Burnout

Uncovering the hidden challenges of AI-driven customer service.

Moving Customer Awareness to Adoption in 2026

Messaging can have a big impact on customer outcomes.

The State of CCaaS: Power Platforms in a Shifting Market

These solutions are integral CX infrastructure, but companies want flexibility and future-proofing.

Branded Calling Is a Welcome Addition, but It Can’t Stop There

Combatting fraud requires a multivector approach, a point on which even branded-calling providers can agree.

Government Service Highs and Lows

Citizens rate the complaint-handling experience 19 points higher in 2025 than they did in 2021. AI is making a difference.