Internal knowledge about customer engagements is fragmented across departments. Recent advances in artificial intelligence (AI) make it feasible to analyze UCaaS-enabled internal conversations at scale to understand how internal teams interpret, discuss, and act upon customer-related issues. Introducing Voice of the Business Voice (VoB).
At Enterprise Connect 2025, it was clear that Artificial Intelligence (AI) has officially moved from buzzword to battleground. Every major player used the event to show off their latest AI-powered innovations in customer and employee experience. And some of it is genuinely impressive.
When growth slows, most companies zero in on Sales or Marketing. Leads aren’t converting? Must be a pipeline problem. Campaigns aren’t performing? Let’s rewrite the messaging. But the reality is the issue isn’t in execution, it’s in the strategy being executed.
Zendesk recently hosted its exclusive AI Summit in New York City, an apply-to-attend event showcasing its latest in AI-powered customer service technology. Here’s our top takeaways from the event.
Innovation is the lifeblood of progress, and while it might sound challenging, disruption is the secret ingredient that turns ordinary ideas into extraordinary breakthroughs.
In today’s ultra-competitive marketplace, personalization isn’t just a smart marketing move—it’s the magic ingredient that should be added to every interaction.
Being a Gartner Magic Quadrant leader is incredibly valuable. Just pay to play by subscribing to their research, complete the survey, make sure you have enough customer reviews posted on G2 and then hound the analysts into agreeing your “baby” is the prettiest, or at least not the ugliest.
In the business world, we often overlook how leadership styles impact the mental load of employees. Poor leadership triggers an inevitable response.
Natural Language Interfaces (NLIs) are spearheading a paradigm shift in how we interact with technology. Gone are the days of users struggling to navigate complex applications; NLIs are flipping the…
Combining leading research with the evolving principles of agile development is changing the game. In an era where market dynamics shift quickly, the field of product management is undergoing an…