February 5, 2026
Companies must regularly reassess purpose, align value with market shifts, and ensure resources are positioned to drive sustained growth. Else, they risk losing their competitive edge and no longer being relevant.
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January 14, 2026
Decision Intelligence Platforms represent a growing market of applications that can leverage modern APIs to deliver on the promise of the Real-Time Enterprise.
November 3, 2025
There’s been a string of announcements based on OpenAI’s compute ambitions, recently, and combined they're a big deal. We're now getting a glimpse of what kind of power is planned for AI.
October 27, 2025
Sprinklr demonstrates a mastery of deep listening based on social roots to provide extra care, extra empathy and extra understanding in CX engagements with its Unified CXM platform.
October 26, 2025
AI introduces new security risks. Providers must demonstrate a clear understanding and evidence of how AI-specific security measures have been implemented to stay compliant and secure to maintain client trust.
October 3, 2025
Zoomtopia 2025 provided an endless parade of new capabilities creating quite the buzz in the industry. However, features aren't the real story. Zoom is poised for unstoppable and disruptive momentum.
September 15, 2025
Gartner’s 2025 CCaaS Magic Quadrant reveals an important truth, beyond vendor positioning. It shows an industry ready to evolve, opening an opportunity for fresh research that better supports buying the future of customer service.
September 10, 2025
CommunityWFM’s acquisition reflects WEM’s decline into checkbox features within CCaaS and CRM platforms rather than true sources of value. Buyers must demand vendor investment in integration and workflow that meets the original WEM design…
August 30, 2025
CCaaS vendors must form broader partnerships and enhance data integration to advance in personalization, employee engagement, and AI-driven capabilities. Failure to do so may risk their relevance in an evolving CX landscape.
August 27, 2025
The Verint–Calabrio merger ends Calabrio’s run as the last major independent WEM provider and signals a new chapter, combining Verint’s AI automation with Calabrio’s WEM expertise to reshape workforce engagement for human and digital…
