What Is KBA (Knowledge-Based Authentication)? And Why AI Just Broke It
Knowledge-based authentication (KBA) verifies identity through security questions. Learn what KBA is, how it works, why AI customers are breaking it, and what comes next.
Chris Porter · 9 Jan 2026
How to Build a Winning Customer Experience Strategy in 2026
Build a winning customer experience strategy for 2026. This comprehensive CX strategy guide covers AI, automation, personalization, and operational excellence.
Chris Porter · 31 Dec 2025
The Big ServiceNow AI Experience Announcement: A Closer Look
“There’s always a moment when the line is drawn between yesterday and tomorrow. This is that moment.” Those are the words of Bill McDermott, CEO of ServiceNo...
Chris Porter · 14 Oct 2025
Dreamforce 2025: The Top Announcements, ft. Agentforce 360, The New Slack, & Apromore Acquisition
50,000 people are descending on San Francisco for one of the biggest events in the enterprise technology calendar: Dreamforce. The 23 rd annual conference is...
Chris Porter · 13 Oct 2025
Salesforce Makes Its Big ITSM Launch, Talks Differentiators Over ServiceNow
Salesforce has launched its new IT service management (ITSM) product: Agentforce IT Service. ITSM solutions help IT teams manage the services they offer acro...
Chris Porter · 9 Oct 2025
Why Are So Many Contact Center Auto-QA Projects Failing?
Earlier this year, Neil Smith, VP of Technical Support at Iterable , discussed his company’s underwhelming pilot of a contact center automated quality assura...
Chris Porter · 8 Oct 2025
SAP Connect 2025: The Top 10 Announcements (So Far!)
SAP’s push into AI agents with Joule and its fast-tracked cloud migrations mean that one major conference a year no longer suffices. In addition to the annua...
Chris Porter · 6 Oct 2025
The ISG Contact Center Buyers Guide 2025: 7 Top Takeaways
The contact center technology market is crowded, with more players from a CRM, UCaaS, and even CPaaS heritage sensing an opportunity to win business in the s...
Chris Porter · 22 Sept 2025
Zoomtopia 2025: The Top 10 Announcements
Zoom is spreading a clear message at Zoomtopia 2025: it’s a platform built for people. Employees, entrepreneurs, creators, educators… they’re the ones drivin...
Chris Porter · 17 Sept 2025