A real-world story of customer service gone wrong illustrates how and why good data maintenance is foundational to any CX journey.
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In the contact center, the trend has long been clear: Cloud is the way forward.
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Metrigy's new report proves the power of AI-Powered CPaaS to accelerate your CX, detailing how industry leaders achieve significantly higher CSAT scores and cut handle times.
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Research shows that gen AI search delivers measurable CX gains, increasing the need to get knowledge management right.
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IVR systems have been the bane of customer service for decades. Now AI is stepping in to save us all from menu purgatory with smart, conversational call routing.
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But, AI and other CX technologies aren’t replacing people – they’re making them better, smarter, faster and more successful.
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AI search, AI assistance, and AI tools for keeping content up to date are all essential to knowledge management for CX today.
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AI has now made proactive outreach timelier and more personalized—and consumers welcome the updates, within reason.
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Pristine knowledge content is essential for evolving from simple conversational chatbots to fully agentic AI agents that act on customers’ behalf.
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Creating customer profiles gives brands a deep understanding of customers' needs and results in more successful marketing strategies. Here are the steps to get started.
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