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CRM
Big CX News from Salesforce, HubSpot, SAP, & Medallia
Data & Analytics
Salesforce Launches Zero Copy Partner Network to Improve Tech Integrations
Voice of the Customer
Medallia Confirms CEO Joe Tyrrell Has Stepped Down
HubSpot Declares “Customer Experience Is Broken”, Unveils the “All-New” Service Hub to Fix It
Speech Analytics
The Top Conversational Intelligence Vendors for 2024
Contact Centre
Unlocking Customer Potential: Customer Lifetime Value Definition, Formula, and Best Practices
Overworked and Under Paid: Call Center Industry the Weakest Job Market in the UK
Loyalty Management
Sunshine Service: Embracing Positivity in Customer Interactions
Genesys vs. Amazon Connect vs. MaxContact: Which CCaaS Option Is Best for You?
WFO
Salesforce: Contact Center Agents Spend Just 39% of Their Time Servicing Customers
Oracle Brings More AI Capabilities to Service & Sales Teams
3 Modern Contact Center QA Challenges (and How to Overcome Them With AI)
The Net Promoter Score 2.0? evaluagent Releases an Expected NPS Score
Politeness Pays Off: Boosting Customer Experience with Courtesy
HubSpot “Reinvents” Content Marketing, Takes Commerce Hub Global
The Modern Contact Center Stack: What Does It Look Like?