Not 'One and Done': CX Needs Flexible, Future-Proof AI
AI innovations just keep coming, and they’re impossible to ignore – promising faster service, smarter systems, and a projected $4.4 trillion boost in corpora...
Linoy Doron · 27 May 2025
EUDI, Digital Wallets, and e-Boks: A New Era of Secure Identity Management
The European Union’s push for digital wallets under the European Digital Identity (EUDI) framework is set to redefine how citizens authenticate and manage cr...
Linoy Doron · 6 May 2025
The Impact of Third-Party Support and AI on Customer Comms
Customer experience (CX) is no longer confined to traditional call centers or company-managed support channels. Increasingly, customers are turning to third-...
Linoy Doron · 7 Apr 2025
Agentic AI: Powering the Next Generation of Digital Customers
After two years of rapid Generative AI adoption, the next big evolution is here: Agentic AI. Unlike previous AI technologies, this one operates with greater ...
Linoy Doron · 19 Feb 2025
Meeting Gen Z Expectations: Why Physical Mail is Losing Relevance
For Gen Z and Millennials, the concept of physical mail is quickly becoming a relic of the past; so much so that many of these digital-first users often don'...
Linoy Doron · 10 Feb 2025
CallTower Expands Global Communications with Inoria Partnership
Cloud communications provider CallTower has acquired Canadian CCaaS specialist Inoria to bolster its global market presence and enhance its customer experien...
Linoy Doron · 6 Feb 2025
Sustainable Communication in Regulated Industries with e-Boks
In 2015, the United Nations established Agenda 2030, a comprehensive framework aimed at eradicating poverty, combating inequality, and safeguarding the plane...
Linoy Doron · 3 Feb 2025
AI and the Contact Center: 2025 Trends from Sprinklr
CX Today and Sprinklr explore the AI trends reshaping contact centers in 2025, from hyper-personalization to conversational AI that meets rising customer expectations.
Linoy Doron · 16 Dec 2024
Digital Communications and Compliance: Navigating the Opportunities and Challenges
The Digital Communications industry has always been highly regulated, and regulations are becoming stricter every year. This creates an ever-complex requirem...
Linoy Doron · 3 Dec 2024
BT Smart Messaging: Driving Value in a Competitive Retail Environment
Retail businesses today are under pressure from all directions—rising costs, shifting market dynamics, and the constant need to stand out in a crowded landsc...
Linoy Doron · 22 Nov 2024
Smart Messaging for Finance: Meeting Emerging Communication Needs
In recent years, messaging has become the go-to method for customers to communicate with brands, with SMS, WhatsApp, RCS, and Facebook Messenger being the to...
Linoy Doron · 6 Nov 2024
Biden's "Time Is Money" Initiative: What Does It Mean for the CX Industry?
As Biden prepares to leave the White House, the US president recently came up with the "Time is Money" initiative. This regulatory move is meant to address i...
Linoy Doron · 5 Nov 2024
What's Changed? Analytics-Based Decisions in the Age of AI
In 30 years of working in contact centres, Ed Creasey, VP of Global Solutions Engineering at Calabrio , has seen the industry through many technology introdu...
Linoy Doron · 21 Oct 2024
Consumer Trust in Digital Communications: Challenges and Best Practices
With present-day consumers exposed to ongoing phishing attempts via channels like email and SMS, maintaining consumer trust in digital communications becomes...
Linoy Doron · 16 Oct 2024
The Autonomous Customer: BT Shares CX Insights from Its Research
Today, customer journeys are increasingly characterized by the 'Autonomous Customer:' An independent, tech-savvy type who is able and willing to self-serve. ...
Linoy Doron · 1 Oct 2024
Digital Post by e-Boks: Compliant Postbox for Regulated Organizations
Cybercrime is on the rise globally with phishing, hacking, and ransomware increasing every day. In fact, reports by IBM, Verizon, and others estimate that 3....
Linoy Doron · 22 Aug 2024
Why Your Contact Center Needs an Upgrade: Signs You Can't Ignore
When it comes to signs pointing to a long overdue upgrade of the contact center technology, what usually comes to mind are technology issues such as bugs tha...
Linoy Doron · 8 Aug 2024
Phygital 2.0 Is Passing the Baton to CX: Here's What You Should Know
A little less than two decades ago, the concept of Phygital made its first appearance. As the name implies, Phygital is a category of devices serving as gate...
Linoy Doron · 30 Jul 2024
CCaaS: Addressing the Elephants in the Room
Despite the significant advancements made, the behind-the-scenes of CCaaS is still rather disjointed, causing a myriad of challenges for contact centers. Acc...
Linoy Doron · 15 Jul 2024
End-to-End Customer Journeys: Better Conversations, Improved Brand Value
With customers increasingly demanding interaction with brands over their favourite channels, many modern businesses have opted for a data-driven, omnichannel...
Linoy Doron · 2 Jul 2024
Why Your Contact Center Needs Email Integration
In the realm of modern omnichannel contact centers, email is often considered an outdated channel compared to instant messaging channels like live chat, What...
Linoy Doron · 25 Jun 2024
Reactive to Dynamic: Shifting CX Paradigms in the Insurance Industry
The insurance industry runs some of the largest contact centers in the world. As a sector, it tends to appreciate scale and resilience, and was rather quick ...
Linoy Doron · 31 May 2024
Why Social Messaging as a Customer Service is a Must-Have for Modern Brands
Social media has long been much more than a fun way to connect with friends and distant relatives. For a long time now, it's been functioning as an essential...
Linoy Doron · 30 May 2024
Sprinklr Enters the Customer Feedback Management Space
The recent launch of Sprinklr Surveys , an AI-first survey offering, marks Sprinklr's official entry into the Customer Feedback Management (CFM) market. Seam...
Linoy Doron · 22 May 2024
M&T Leveraged Sprinklr to Transform Its Social Media Strategy. Here's How
For modern brands, having a robust social media strategy is one of the most critical aspects for standing out to existing and potential customers. But what h...
Linoy Doron · 21 May 2024
Regulation or Competition: Which is the Greater Driver of CX Excellence?
Modern organizations are highly competitive when it comes to delivering the best customer experiences; but what is the driving factor behind CX Excellence, a...
Linoy Doron · 30 Apr 2024
The Evolution of the Contact Centre: What to Expect in 2024?
Contact centers have gone a long way from being hubs for information and complaint resolution to becoming crucial in shaping customer experiences, gathering ...
Linoy Doron · 12 Apr 2024
BT's RCS Branded Message Takes SMS to the Next Level
SMS has been a valuable customer communications channel for brands for over 30 years now, and while it remains an important channel, its features are limited...
Linoy Doron · 8 Apr 2024
How Will GenAI Impact Customer Service in 2024? Sprinklr's Take
Generative AI applications in customer service are growing strong, giving rise to ample excitement alongside some challenging questions. In such a rapidly ch...
Linoy Doron · 28 Feb 2024
AI is Rapidly Transforming the Contact Center. Here’s How to Keep from Arriving Late to the Party
As Artificial Intelligence (AI) increasingly invades the contact center, it is driving a profound transformation. From an efficiency-driven cost center, it's...
Linoy Doron · 12 Feb 2024
Navigating the Business Communication Landscape: BT's Innovative CPaaS Solutions
With Communication Platform as a Service (CPaaS) solutions continuing to gain momentum in the landscape of business communications, businesses face an explos...
Linoy Doron · 14 Dec 2023
4 Ways to Prepare the Contact Centre for the Holiday Rush
The holiday season is coming up, making it even more critical than normal for retailers to make sure their call centres are ready to handle some pressure. Pr...
Linoy Doron · 28 Oct 2021
Monitoring Remote Agent Experience with Nectar's Endpoint Client
With work from home becoming increasingly prominent, contact centres are facing a growing need to monitor Agent Experience remotely. Remote monitoring and ne...
Linoy Doron · 21 Oct 2021
Nectar to Provide Advanced Diagnostics for Genesys Engage Premise
Like many other vendors, Genesys have been gradually transitioning into the realm of cloud-based solutions such as Genesys Engage Multicloud and Genesys Pure...
Linoy Doron · 30 Sept 2021
Reimagining Retail with Five9
Since the onset of the pandemic, retailers have been experiencing significant challenges due to the changing needs and habits of consumers. Some of these cha...
Linoy Doron · 11 Jun 2021
Kakapo Systems' Unity Supervisor is Now Omni-channel
COVID has driven most of us into a new homeworking situation. This is especially challenging for contact centre supervisors, who need to know how their agent...
Linoy Doron · 11 Jan 2021
Botsquad Acquisition allows Enreach to Unlock Chatbot Capabilities for Businesses
Since its inception, leading European UCaaS provider Enreach has been nurturing its portfolio by making new acquisitions all across the continent. Its buy an...
Linoy Doron · 16 Dec 2020
WFH Goes Hand in Hand with WFM, Say Mitel and Calabrio
Since the pandemic's onset, the business market has been going through major transformations. We can now say with confidence that homeworking is here to stay...
Linoy Doron · 9 Dec 2020
Kakapo Systems adds SMS Queues to its Unity Contact Center Solution
Last month we shared a brand new part of Kakapo Systems' Unity Contact Center Management Portal: the Contact Center Dashboard . We briefly referred to the di...
Linoy Doron · 9 Dec 2020
The Contact Centre of the Future
Times are changing, and so is the digital contact centre. Even prior to COVID, the past few years have seen an increased focus on customer experience and a l...
Linoy Doron · 27 Nov 2020
The Five9 Fireside Chat is Back with New Contact Center Predictions for 2021
For the second year in a row, cloud contact center leader, Five9, is hosting its Fireside Chat webinar to share some intriguing predictions for contact cente...
Linoy Doron · 12 Nov 2020
Kakapo Systems' New Contact Center Dashboard Will Make Your Life a Whole Lot Easier
With almost fifteen years of experience developing UC and call center apps for Broadsoft providers, Kakapo Systems is undoubtedly one of the strongest players in the Broadsoft niche
Linoy Doron · 9 Nov 2020
For Five9, 2020 is Turning Out to be Pretty Good
2020 has been a rough year on many, but as far as Five9 is concerned, it's more like a gift that keeps on giving. With a brand new acquisition and record rev...
Linoy Doron · 3 Nov 2020
Channel Surfing: Five9 Partners Have the X Factor
The Five9 partner strategy has always centered on a well-balanced mix of partners, creating a diverse ecosystem. This way, the cloud contact center provider gives its customers choices on how they engage with their CCaaS solution, according to individual preference
Linoy Doron · 20 Oct 2020