The expectation that AI-powered capabilities for customer and employee experiences will have positive impact on business success is widespread, and evidence is mounting to warrant such belief. Metrigy’s AI for…
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Metrigy has published its updated workplace collaboration product and service forecasts and calendar year 2024 and 4Q24 market shares.
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Universal AI agents, operational management for AI, autonomous AI agent feedback are closer than you might think and may lead us to fully agentic AI-powered customer experiences.
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With advancements to Workspace, including agentic AI, enhanced writing tools, and new audio and video capabilities, Google strengthens its position in enterprise collaboration.
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Loyalty programs can help organizations retain their most valuable customers with special offers. They can also gather useful marketing data, increase referrals and more.
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This year's Enterprise Connect featured the first-ever panel examining the rollout of NG911. Emergency calls funneled over IP will give first responders valuable information.
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Over the years, “the future is now” is an expression that’s often been applied to one wave of technology innovation after another—but perhaps never as appropriately as in recent years,…
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Proactive customer service can help businesses keep customers more engaged, yet tools to support the strategy might cost more than CX leaders are willing to spend.
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Has customer service gotten worse? Customers and businesses disagree on the answer to that question.
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When tackling AI security issues, enterprises should minimize shadow IT risks, establish an AI governance council and train employees on the proper use of AI tools.
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