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There is an Ocean of Information

There is an ocean of information on customer experience and technology solutions. Start here to set sail, see the path more clearly, and a way forward with hope and a bright future. Find news, perspective, and conversation with others on the journey.

Featured Blogs

Stop Buying Tech Like It’s 1999: Why Your Procurement Process is Failing You

Let’s get one thing straight: the way most companies buy technology today is broken. It’s overloaded with meetings, buried in paperwork,...

The Myth of "Future-Proof": Why Tech Should Stop Selling Fairy Tales

Let's be honest, "future-proof" is one of the most overused, under-examined phrases in the technology world. It's the polished armor...

Why Every IT and CX Leader Needs a Technology Vendor Advisor

In today’s world of “everything is digital”, technology decisions significantly affect all aspects of a business—from productivity and...

Why Cybersecurity Must Be a Priority When Deploying AI in Your Business Tech Stack

Artificial Intelligence (AI) is quickly becoming a key driver of innovation across various industries. AI offers remarkable efficiency...

The Future of Customer Support: Why Your Contact Center Needs an Upgrade

Technology is evolving at lightning speed, and customers are keeping pace. They expect the companies they interact with to not only keep...

AI: The "New" Technology We've Been Using for Decades

If you feel like AI suddenly exploded onto the scene and took over everything from customer service to your smart fridge, you're not...

Unleashing the Power of LLMs: A Comprehensive Look at Their Capabilities

Did you know that large language models (LLMs) are revolutionizing our interaction with technology and reshaping entire industries? These...

The Rise of Agentic AI: A New Era of Autonomy

Artificial intelligence has significantly evolved over the years, transitioning from simple rule-based systems to complex...

The Future of AI in Customer Service: Striking the Right Balance Between Automation and Human Touch

AI is making significant strides in customerservice but still has room for improvement. A recent Talkdesk report highlights how...

AI in Customer Experience: Key Trends to Watch in 2025

As we move into 2025, customer experience (CX) is evolving rapidly, with artificial intelligence (AI) leading the charge. CX leaders need...

The Power of Omnichannel CX: Connecting with Every Generation

Let’s face it—customer experience (CX) isn’t a one-size-fits-all game anymore. With Baby Boomers, Gen X, Millennials, and Gen Z all...

The Importance of Customer Experience: Retention vs. Acquisition

In today's competitive marketplace, businesses increasingly emphasize customer experience (CX) as a key driver of success. But what...

The Hidden Benefits of Hiring a BPO Company or Leveraging GigCX

In today's fast-moving world, businesses always look for more innovative ways to operate. Outsourcing to a Business Process Outsourcing...

Is CX Improving or Declining? A Take on Brendan Read's Article

Brendan Read's article, "Is CX Improving? Or Declining?" from Contact Center Pipeline , dives into something we've all noticed: customer...

"Who Not How" and CX Technology Advisors: Your Strategic Advantage

In today's fast-paced digital world, companies constantly seek ways to stay ahead of the competition. The challenge isn't just about...

Navigating Compliance: Strategies for Adhering to TCPA and FCC Regulatory Standards

Introduction Adhering to TCPA and FCC regulatory standards and legal requirements is not just a necessity but a strategic move in today's...

Revolutionizing Outbound Campaigns: The Solution to SPAM Tagging

Introduction With outbound campaigns, the scourge of SPAM tagging poses a significant hurdle, undermining contact rates, wasting...

Are Your Calls Being Ignored?: Leveraging Branded Caller ID

In a constantly-changing and fast-paced world, businesses must find ways to communicate clearly and effectively with customers. One way...

A Tactical and Strategic Approach to an Evolving Challenge: Contemporary Phone Numbers and Brand Management

Introduction In today's digital landscape, businesses of all sizes grapple with the intricate challenge of ensuring their brand identity...

Agile CX Revolution: Leveraging Technology and Innovation

Customer expectations continue to evolve rapidly, organizations must prioritize customer experience (CX) and employee experience (EX)....