Sanas Supervised AI enables contact centres to scale AI-led customer conversations while keeping a human supervisor in control. Announced at CCW Nashville, the platform allows supervisors to oversee ...

Workforce Engagement Management (WEM) is a category of contact center software designed to improve agent performance, optimise workforce planning, and enhance customer experience. WEM platforms ...

Having positioned the technology as a tool to improve both service operations and commercial outcomes, this ensures faster support for stronger customer retention. As a result, CX leaders should treat ...

Companies aren’t just using tools like ChatGPT to generate online content or social media captions anymore. Instead, generative AI (GenAI) is transforming marketing processes. Indeed, marketing teams ...

The validity of influencer marketing as a loyalty driver is frequently questioned, as the rise of AI and paid promotions has placed credible reviews under increasing pressure. Consumers are becoming ...

In 2024, next-day deliveries may seem like a fairly standard option for most e-commerce transactions. But turn the clocks back a few years, and the majority of companies were charging an arm and a leg ...

Agentic AI, technology convergence, new pricing models… many trends are sweeping across the customer experience space. The most visionary vendors understand these market shifts, get ahead of the curve ...

Gartner has published its 2026 Magic Quadrant for Conversational AI Platforms, and the market looks considerably different from a year ago. Two new vendors have entered the quadrant – Salesforce and ...

McKinsey’s State of AI in 2025 shows 88% AI adoption, rising AI agents, and a scaling gap. Here’s what CX and ops leaders should do in 2026. As someone who’s watched 'AI transformation' turn into a ...

As contact centres continue their shift from legacy platforms to cloud-based CCaaS and AI-enabled operations, contact center industry reports have become critical decision-making tools. For enterprise ...

Embedded revenue intelligence, collaboration solutions, and – of course – AI agents are just some of the trends sweeping the sales space. As these trends explode, pinpointing technology providers that ...