In today's rapidly evolving AI Agent experience landscape, Artificial Intelligence (AI) has become integral to enhancing customer service and experience efficiency and responsiveness. Determining the precise juncture at which to transition from AI to human support is pivotal for businesses aiming to balance technological efficiency with personalized service ..read more

In banking, timing is everything. Customers expect instant updates on transactions, account activity, and, most importantly, fraud alerts. A delay in notification can mean financial loss, and nothing erodes trust faster than finding out about suspicious activity too late. As the founder of a business messaging solutions provider, I’ve seen firsthand how financial institutions struggle ..read more

Customer relationship management (CRM) systems initially focused on supporting core front-office functions such as sales and marketing, but the value proposition of CRM has significantly expanded through strategic tech convergence, driving substantial revenue growth for vendors. CRM moved into the middle office to enable order management and subscription billing. This expanded the platform’s utility, enabling ..read more

The customer service AI boom is here. Already this year, 85% of CX leaders are planning to explore or pilot generative AI solutions. It’s no surprise why: Customer service remains one of the most important and demanding organizational functions. High customer inquiry volumes, labor-intensive order entry and mounting pressure to improve resolution rates create an ..read more

On-premise and cloud solutions are a growing part of the contact center market, especially for complex contact centers and large enterprises. Businesses considering changes to their contact center infrastructure must decide between an on-premise, private cloud, or public cloud solution. Understanding the trade-offs is essential for making an informed platform decision. Irrespective of a long-held ..read more

Introduction “I triple-checked! The website said ‘cool-toned emerald,’ but in my living room, it looks like someone spilled mustard all over my walls.” That’s how my friend described her latest home decor fail. And she’s not alone. Returns in home decor are skyrocketing, with color mismatches, texture surprises, and scaling disasters leading to costly reverse ..read more

As competition intensifies in a crowded marketplace, Customer Experience (CX) has emerged as a critical differentiator, allowing companies to stand out and gain a competitive edge. Yet, many organizations struggle to measure and demonstrate the true value of their CX initiatives. This challenge stems from the complexity of CX itself – it spans entire organizations ..read more

Picture this: You order a sleek, futuristic-looking smartwatch. You’ve already imagined how it’s going to make you more productive, healthier, and (somehow) more attractive. The package arrives. You rip it open like a kid on Christmas morning, strap it on your wrist, and… nothing. The screen is blank. You press the button 27 times, shake ..read more

I believe that “24” was the best Television series I have ever watched.  Although it ran from 2003-2010, long before streaming was a thing, no show was better situated for streaming and binge watching than “24.” My wife and I watched it for the first time a few years ago but we recently watched all ..read more

Your important nonprofit or exciting startup will help the world be a better place. But now you’ve got to raise money. You’ve created a terrific pitch deck; have a highly competent management team and terms; have access to good outreach lists; are sending out slick marketing missives that show your professionalism and integrity; and have identified donor prospects with major ..read more