April 27, 2026
Customer Relationship Management (CRM) has been one of the defining enterprise strategies of the last three decades. And one of the biggest failures. It promised customer centricity, a unified view of the customer, and better coordination across marketing, sales, and service.
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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 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.
May 6, 2025
Internal knowledge about customer engagements is fragmented across departments. AI makes it feasible to analyze UCaaS-enabled conversations at scale to understand how teams interpret, discuss, and act upon customer-related issues.
March 31, 2025
AI has officially moved from buzzword to battleground. Every major player including AWS, Microsoft, RingCentral and Zoom used the event to show off AI-powered innovations in customer and employee experience. Some of it is…
November 11, 2024
Despite rumours of a “last hurrah,” the event knuckled down to emphasize the company’s strong market performance and its bold vision for the future under new leadership, with Scott Russell set to take over…
November 8, 2024
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.
May 2, 2024
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.
November 26, 2023
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 essential and significant change…
November 3, 2023
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 ensuring growth. Customers can…