Automation can erode loyalty, which is why it's important to keep emotional understanding at the center of CX.

Revenue for its usage-based offerings accounted for more than 20% of service revenue in the last quarter, the company said.

Enterprises are rewarding vendors that reduce long-term complexity while supporting continuous evolution, something 8x8 does ...

Its AI Companion will reduce friction around finding and reserving meeting rooms, while also meeting need for space ...

Companies with successful strategies for making their CX knowledge AI-ready are seeing double-digit gains in revenue and ...

WFM needs forecasting, support wants ticketing, and marketing adds a chatbot. But together, it’s a Frankenstein of CX tools.

According to Deloitte’s State of AI report, the main worries organizations have about AI could be solved with better data ...

Chief Technology Officer EMEA at Zendesk, where he champions digital transformation and helps organizations leverage ...

Yet only half of agents received a pay increase this past year compared to four-fifths of contact center agents in 2024.

Revamping its global channel program helps support partners while communicating the value of on-prem/cloud combinations.

By implementing Anthropic’s Model Context Protocol Apps framework, Claude and Slack users can boost collaboration across ...

With voice and AI together, enterprises could capture their employees’ informal voice conversations and perhaps automate even ...