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.
NICE’s recent Analyst Event in Zambia presented a unique moment in the company’s history, especially with CEO Barak Eilam’s upcoming departure at the end of the year. Despite rumours of…
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.
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.
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…
In a market where every brand is under scrutiny, showing genuine care for customers is a necessity, not a choice. It’s the cornerstone for building trust, nurturing long-term loyalty, and…
Loyalty management has moved on from the days of rewards and campaigns offered by your local supermarket. It’s now a fundamental component of a successful customer experience strategy for both…
Everyone has some form of feedback program in place. Most, however, are to put it politely “lacking in sophistication and provide little if any value”. I am perplexed that in…
The global experience economy is projected to reach $12 trillion by 2028, up from $5.2 trillion in 2019. It’s time for your technology to realize this potential. In the last…