9+ hour, 56+ min ago  (655+ words) Home " Service Management & Connectivity The Hidden & Harmful Costs of Service Delivery Fragmentation Leaders should view service delivery as a unified ecosystem rather than separate technical components. Aligning these touchpoints helps businesses protect their revenue and retain loyal buyers. Customer journeys…...

13+ hour, 56+ min ago  (709+ words) Home " Security, Privacy & Compliance Retailers are facing an increasingly hostile cyber threat environment, as attackers grow more sophisticated in exploiting the structural complexities that define how the sector operates. According to the 2026 Verizon Data Breach Investigation Report, retail breaches have…...

17+ hour, 21+ min ago  (830+ words) Home " Workforce Engagement Management Nearly 3x WFM growth gives 8x8 a stronger case for integrated WEM in the contact center. 88 says its workforce management business has grown nearly threefold since late 2025, as contact centers shift away from standalone workforce tools and toward…...

15+ hour, 51+ min ago  (297+ words) Home " Customer Analytics & Intelligence The Head of AI at Forethought, recently acquired by Zendesk, makes a blunt case against the metric most companies still rely on to justify their AI investmen A year into the enterprise AI spending wave, the…...

1+ day, 7+ hour ago  (1416+ words) Home " CRM & Customer Data Management Mick Costigan, VP of Salesforce Futures, says customers are trying to understand how powerful AI agents will become and how to bring them safely into the enterprise The AI challenge facing enterprise customers is how…...

2+ day, 10+ hour ago  (403+ words) Home " Community & Social Engagement Trustpilot's Chief Customer Officer Alicia Skubick on why customer reviews have become one of the most powerful signals in the AI-powered buying journey, and what CX leaders need to do about it Brands have spent years…...

2+ day, 13+ hour ago  (1111+ words) IBM and Service Now are tackling the same enterprise AI risk, but from very different starting points. IBM and Service Now are now making parallel moves to address one of the biggest enterprise AI headaches, the visibility gap created by…...

2+ day, 16+ hour ago  (815+ words) The hybrid workforce is here, but most contact centers have no real oversight strategy for it" There's"a version of the AI conversation in the contact center that, to put it bluntly, has been done to death." That's"not to…...

3+ day, 10+ hour ago  (726+ words) Home " Workforce Engagement Management What 8x8's free WFM bundle means for dedicated WFM vendors Standalone workforce management tools are losing ground to platform-native alternatives. Here's why the mid-market WFM model is changing fast, and what it means for the vendors…...

3+ day, 10+ hour ago  (685+ words) An 84% automation rate and 500 million passengers served " here's what the numbers actually mean Salesforce has announced a $1 billion investment in Italy over the next five years, with agentic AI and customer service transformation sitting at the core of the commitment....