Making the DesklessNot Connectless
The Comms Strategy That Actually Reaches Frontline Workers Your frontline workers aren’t checking email. They’re not refreshing the intranet. They’re not sitting in front of a screen at all, which…
The State of AI in Customer Experience 2025
The State of AI in Customer Experience 2025 AI adoption is climbing fast—but are companies actually seeing results? To find out, CX analyst firm Metrigy surveyed 1,100 CX decision-makers across…
Getting StartedWith Contact Center AI
Getting Started With Contact Center AI AI promises efficiency, happier customers and less stress for your agents. But the hardest part is often just figuring out where to start. This…
AI That Automates Outcomes – Not Just Interactions
NiCE and IDC on operationalizing AI across the service stack with agent orchestration, copilots and unified data flows For enterprise leaders building AI strategy into customer operations, task automation isn’t…
Get Better at ROI Projections for GenAI in Customer Service
Discover the benefits and ROI for GenAI GenAI is reshaping customer service, making answers faster, agents less stressed and operations run smarter. But without a clear strategy, even the best…
Automate Outcomes with AI That Actually Delivers
You’ve got agents bouncing between six tabs, customers repeating themselves and a backlog that’s basically sentient. Everyone’s tired, and more dashboards or “better training” won’t fix it. This IDC Spotlight,…
The Ultimate CMS Buyer’s Guide | 8 Features That Matter for Digital Teams
How to pick a platform that actually keeps up with your content, your team and your customers You’ve got omnichannel mandates, AI hype and a mountain of content to manage—but…
The CX Wake-Up Call Financial Institutions Can’t Afford to Miss
Because “going digital” isn’t the same as delivering a great experience This white paper lays out what’s holding most institutions back, and what to do about it. No lofty jargon.…
How Agentic AI Is Rewriting the Rules of Customer Experience
Your chatbot may be polite, but is it actually pulling its weight? Let’s face it – your current AI setup might be good at answering FAQs, but that alone is…
The Automation Playbook for Overwhelmed CX Teams
Reduce average handle time, fix bad handoffs and take your automation from clunky to clean You’ve tried automation. And maybe it worked… a little. But your bots still bail halfway…