Latest Digital Transformation News

Latest News

A headshot of Colin Shaw, a strategic CX expert.

Contact Center & Omnichannel​

The Strategic CX Question Most Brands Cannot Answer

AI Receptionists Are Becoming Digital Labor (and the ROI Is Getting Real)

AI & Automation in CX

AI Receptionists Are Becoming Digital Labor (and the ROI Is Getting Real)

Sales enablement technology helps close deals as a salesperson and client shake hands at a desk, surrounded by digital workflow icons and a glowing dollar sign.

Marketing & Sales Technology

How Sales Enablement Technology Will Transform the Revenue Team by 2030

Salesforce and the World Economic Forum launch EVA

AI & Automation in CX

WEF Taps Salesforce EVA Agent to Orchestrate CX for 3,000 Leaders in Davos

Shared customer memory helps enterprises to deliver better customer experiences.

Marketing & Sales Technology

Why Shared Customer Memory is the Number One Thing You Should Demand from Cross-Channel Vendors

Agentic AI or Agentic Hype? A Field Guide for Skeptical CX Leaders

AI & Automation in CX

Agentic AI or Agentic Hype? A Field Guide for Skeptical CX Leaders

Two salespeople face off, in a symbolic representation of the difference between journey orchestration and marketing automation.

Marketing & Sales Technology

Unified Journey Orchestration vs Marketing Automation: The Difference Most CX Leaders Learn Too Late

Beyond AI-Enhanced: Are You Truly AI-Native Yet?

AI & Automation in CX

Beyond AI-Enhanced: Are You Truly AI-Native Yet?

Analyst and Head of Research Tim Banting discusses the CCaaS market.

Contact Center & Omnichannel​

How Data Layers and AI Are Rewriting the CCaaS Market

Central orchestration engine routing customer events to channels and agents in real time.

Contact Center & Omnichannel​

Fixing the Tech-Stack Cracks That Hurt Your CX With (Experience Orchestration)

A revenue pipeline is support by AI agents

Marketing & Sales Technology

Get Ready for AI RevOps: The Revenue Org Is About to Change

Illustration showing ERP systems weaving finance, supply chain, HR, and CX data into a unified workflow.

Contact Center & Omnichannel​

Why ERP Systems Matter More When Customer Expectations Keep Rising

Illustration of a manager leading sales team upskilling and sales training in a modern office, using laptops and dashboards for AI sales training, supporting salespeople with tech, and building stronger B2B sales team skills.

Marketing & Sales Technology

Sales Team Upskilling for Enterprise AI Adoption

From Feedback to Financial Impact: The ROI of Unified Experience Management

AI & Automation in CX

From Feedback to Financial Impact: The ROI of Unified Experience Management®

Globe resting in green foliage, symbolising global connectivity, sustainability, and modern customer experience ecosystems

Contact Center & Omnichannel​

The BPO Wake-Up Call: A Complete Guide for CX Leaders

Microsoft Invests $36.5BN into India and Canada for AI Initiative, Expanding Local Customer Services

AI & Automation in CX

Microsoft Invests $36.5BN into India and Canada for AI Initiative, Expanding Local Customer Services

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