CX Teams Are Stuck In The Measurement Trap, Real-Time Intelligence Is The Exit
CX teams face a measurement trap. Learn how real-time customer intelligence and frontline decisioning can prove CX ROI and protect budgets.
Rob Wilkinson · 23 Mar 2026
Gartner Magic Quadrant for Voice of the Customer (VoC) Platforms 2026: The Rundown
Gartner's 2026 Magic Quadrant for Voice of the Customer platforms is here. Discover how all 12 vendors performed and what changed from 2025.
Rhys Fisher · 13 Mar 2026
Gartner Magic Quadrant for Cloud ERP for Product-Centric Enterprises 2025: The Rundown
Oracle and Microsoft have emerged as the standout Leaders in the 2025 Gartner Magic Quadrant for Cloud ERP for Product-Centric Enterprises. The two vendors j...
Rhys Fisher · 21 Oct 2025
Gartner Magic Quadrant for Contact Center as a Service (CCaaS) 2025: The Rundown
The Magic Quadrant for CCaaS is back, and once again, NiCE and Genesys lead the way. AWS, Five9, and Talkdesk join them in the Leader square, with the latter...
Charlie Mitchell · 10 Sept 2025
Gartner Magic Quadrant for Communications Platform as a Service (CPaaS) 2025: The Rundown
Several trends are sweeping the CPaaS space. These include the convergence of CPaaS with other tech markets, new channels (like RCS), and a little something ...
Charlie Mitchell · 29 Jul 2025
Gartner Magic Quadrant for Analytics and Business Intelligence (ABI) Platforms 2025: The Rundown
The Gartner Magic Quadrant for Analytics and Business Intelligence (ABI) platforms 2025 looks remarkably similar to the previous year’s edition. While there ...
Charlie Mitchell · 25 Jun 2025
Gartner Magic Quadrant for Voice of the Customer (VoC) Platforms 2025: The Rundown
In a repeat of last year, Qualtrics and Medallia lead the Gartner Magic Quadrant for VoC platforms 2025. However, a new entrant joins them: Sprinklr. It shoo...
Charlie Mitchell · 2 May 2025
Gartner Magic Quadrant for Content Marketing Platforms (CMPs) 2025: The Rundown
Optimizely and Storyteq lead the pack in the Gartner Magic Quadrant for content marketing platforms (CMPs) 2025. Yet, this year, they face new competition in...
Floyd March · 25 Apr 2025
Gartner Magic Quadrant for Digital Experience Platforms 2025: The Rundown
Optimizely and Adobe have raced to the forefront of the Gartner Magic Quadrant for digital experience platforms (DXPs). Again, they are joined by Acquia in a...
Floyd March · 18 Feb 2025
Gartner Magic Quadrant for Digital Experience Services 2024: The Rundown
Deloitte leads a packed field in the 2024 Gartner Magic Quadrant for Digital Experience Services. In the top-right quadrant, it's joined by Accenture, Dentsu...
Floyd March · 28 Jan 2025
Gartner Magic Quadrant for Cloud ERP for Product-Centric Enterprises 2024: The Rundown
Oracle Fusion Cloud continued to lead the pack in the 2024 Gartner Magic Quadrant for Cloud ERP for Product-Centric Enterprises. However, its Fusion Cloud of...
Floyd March · 23 Jan 2025
Gartner Magic Quadrant for Cloud ERP for Service-Centric Enterprises 2024: The Rundown
The Cloud ERP for Service-Centric Enterprises 2024 Magic Quadrant is here, with Oracle (Fusion Cloud ERP) in the top-right corner for consecutive years. Howe...
Floyd March · 21 Jan 2025
Gartner Magic Quadrant for CRM Customer Engagement Center (CEC) 2024: The Rundown
The CRM market has become increasingly competitive, and those used within customer service environments are no exception. Gartner refers to these as Customer...
Charlie Mitchell · 17 Dec 2024
Zoho CEO on Freshworks' Layoffs: “This Is Naked Greed, Nothing Less”
Sridhar Vembu, Founder & CEO of Zoho , has swiped at Freshworks over its latest round of layoffs. Last week, Zoho’s CRM market rival cut 660 roles , trimming...
Charlie Mitchell · 12 Nov 2024
Gartner Magic Quadrant for Contact Center as a Service (CCaaS) 2024: The Rundown
In its CCaaS Magic Quadrant, Gartner evaluates the ability of nine prominent cloud contact center providers to meet the needs of global enterprises. Until no...
Charlie Mitchell · 29 Oct 2024
Gartner Magic Quadrant for Digital Employee Experience (DEX) Management Tools 2024
Employees are leveraging more applications than ever before to help them fulfill various tasks. While all these solutions allow workers to achieve new object...
Charlie Mitchell · 29 Aug 2024
Analyzing the 2024 Gartner Magic Quadrant for CPaaS
Watch on YouTube. CX Today's Charlie Mitchell hosts Rob Kurver, Founding Partner of the CPaaS Acceleration Alliance. They present an analysis of the 2024 G...
Charlie Mitchell · 12 Jul 2024
Gartner Magic Quadrant for Analytics and Business Intelligence (ABI) Platforms 2024
The Gartner Magic Quadrant for Analytics and Business Intelligence Platforms 2024 is here. On its release, the report sheds light on a space undergoing signi...
Charlie Mitchell · 25 Jun 2024
Five9 Appoints Former Gartner Stalwart to Spearhead Global Growth
Five9 has announced the appointment of Steve Blood as the company’s new VP of Market Intelligence and Evangelism , as the CCaaS specialist aims to enhance it...
Rhys Fisher · 20 Mar 2024
Gartner Magic Quadrant for Digital Experience Platforms (DXPs) 2024
As of 2023, 50 percent of organizations have received a mandate to acquire composable digital experience platform (DXP) technology, according to Gartner. But...
Charlie Mitchell · 28 Feb 2024
Gartner Magic Quadrant for Customer Data Platforms 2024
Data problems "plague" customer service, sales, and marketing teams – alongside other CX functions – according to Gartner. As such, businesses aim to central...
Charlie Mitchell · 22 Feb 2024
Gartner Magic Quadrant for Voice of the Customer (VoC) Platforms 2024
Voice of the Customer (VoC) platforms shed light on customer needs and perceptions. In doing so, they surface valuable insights that guide cross-functional a...
Charlie Mitchell · 7 Feb 2024
Gartner Magic Quadrant for Strategic Cloud Platform Services 2023
As businesses experiment more with AI, integrate SaaS platforms, and strive to lower maintenance work, the public cloud has become many organizations’ infras...
Charlie Mitchell · 15 Jan 2024
Gartner Magic Quadrant for Configure, Price, and Quote (CPQ) Applications 2023
Providing quick, accurate sales quotes to customers is a significant part of a successful sales process for many businesses. Yet, it’s not easy for businesse...
Charlie Mitchell · 20 Dec 2023
Gartner Magic Quadrant for the CRM Customer Engagement Center 2023
CRM platforms are swallowing up the customer service stack. Now, they include more customer engagement channels, automate more service workflows, and leverag...
Charlie Mitchell · 8 Nov 2023
Gartner Magic Quadrant for Multichannel Marketing Hubs 2023
Creating contextually relevant journeys is a critical consideration for modern marketing teams. Unified customer profiles – topped up with predictive insight...
Charlie Mitchell · 9 Oct 2023
Gartner Magic Quadrant for B2B Marketing Automation Platforms 2023
B2B marketing automation platforms support the delivery of coordinated engagements to prospects and existing customers. These engagements have become increas...
Charlie Mitchell · 26 Sept 2023
Gartner Magic Quadrant for Sales Force Automation (SFA) Platforms 2023
Addressing UI complexity, enabling greater mobility, and augmenting generative AI… these are just some of the emerging trends touching the Sales Force Automa...
Charlie Mitchell · 14 Sept 2023
Gartner Magic Quadrant for Cloud ERP for Service-Centric Enterprises 2023
From multi-device experiences to integrating Internet of Things (IoT) services, many trends are transforming the ERP space. Compossibility, collaboration, an...
Charlie Mitchell · 11 Sept 2023
Gartner RPA Magic Quadrant 2023: The Latest Updates
The Gartner RPA Magic Quadrant for 2023 has finally been released. Offering an insight into the major players of the evolving Robotic Process Automation spac...
Rebekah Carter · 21 Aug 2023
The Latest BIG News from Salesforce, Clari and Gartner
A Week of Good, Bad, and Ugly News for Salesforce It's been a polarising week or so for global CRM provider Salesforce. Firstly, the good. Slack recently rel...
Kieran Devlin · 18 Aug 2023
Gartner Magic Quadrant for DevOps Platforms 2023
DevOps is a critical cog within an enterprise’s digital transformation strategy. After all, it accelerates the rate at which solutions pass through the softw...
Charlie Mitchell · 4 Jul 2023
The Gartner 2023 Magic Quadrant for Outsourced Digital Workplace Services
Unpack the Leaders, Challengers, Visionaries, and Niche Players from the 2023 Magic Quadrant for Outsourced Digital Workplace Services.
Rebekah Carter · 9 May 2023
Gartner Magic Quadrant for Analytics and Business Intelligence Platforms 2023
Discover the Leaders, Challengers, Visionaries, and Niche Players in the Gartner Magic Quadrant for Analytics and BI Platforms 2023.
Charlie Mitchell · 19 Apr 2023
Gartner Magic Quadrant for Digital Experience Platforms 2023
Gartner has released its 2023 Magic Quadrant for digital experience platforms (DXP). Such platforms help to manage the digital experience for partners, emplo...
Charlie Mitchell · 24 Mar 2023
Gartner Magic Quadrant for Enterprise Low-Code Application Platforms 2023
Gartner has released the 2023 version of its Magic Quadrant for Enterprise Low-Code Application Platforms (LCAPs). LCAP providers offer organizations the too...
Rebekah Carter · 25 Jan 2023
Gartner Magic Quadrant for Cloud ERP for Product-Centric Enterprises 2022
Gartner has released the latest version of its Magic Quadrant for Cloud ERP focused on product-centric enterprises. According to the analyst, product-centric...
Rebekah Carter · 20 Oct 2022
Gartner Magic Quadrant for Contact Center as a Service (CCaaS) 2022
As brands become more experience-driven, contact centers are increasingly coming to the fore. After all, they often harness a deep well of customer insight, ...
Charlie Mitchell · 25 Aug 2022
Gartner Magic Quadrant for Digital Commerce Platforms 2022
Gartner has released its long-awaited 2022 Magic Quadrant study that assesses many of the most mainstream digital commerce platforms. Demand for such platfor...
Charlie Mitchell · 24 Aug 2022
Gartner Magic Quadrant for Personalization Engines 2022
Many believe that the companies that best understand their customers and act on that knowledge will win in the digital-first world. Uninhibited by this belie...
Charlie Mitchell · 26 Jul 2022
Gartner Magic Quadrant for Customer Service BPO 2022
As contact centers struggle to meet increasing contact volumes, many companies are turning to outsourcers to deliver customer service experiences. Yet, decip...
Charlie Mitchell · 6 Apr 2022
Gartner Magic Quadrant for Analytics and Business Intelligence Platforms 2022
Leading research firm Gartner has published its much-anticipated 2022 Gartner Magic Quadrant for Analytics and Business Intelligence Platforms. As enterprise...
Charlie Mitchell · 30 Mar 2022
Inspecting the Gartner Magic Quadrant for Conversational AI
Watch and subscribe on Youtube . In this session, we debate the Gartner Magic Quadrant for Enterprise Conversational AI 2022, discussing: The problem with ho...
Charlie Mitchell · 29 Mar 2022
Gartner Magic Quadrant for Digital Experience Platforms 2022
Market analytics leader Gartner has unveiled its much-anticipated 2022 Magic Quadrant report for digital experience platforms (DXP). Such platforms are growi...
Charlie Mitchell · 10 Mar 2022
Gartner Magic Quadrant for Data and Analytics Service Providers 2022
Market analytics leader Gartner has published its eagerly-awaited 2022 Magic Quadrant report for Data and Analytics Service Providers. Vendors in this space ...
Charlie Mitchell · 15 Feb 2022
Gartner Magic Quadrant for Enterprise Conversational AI Platforms 2022
Market analytics leader Gartner has released its highly anticipated 2022 Magic Quadrant report for Enterprise Conversational AI Platforms. Demand for such pl...
Charlie Mitchell · 31 Jan 2022
SAP and Teradata Named “Leaders” in Gartner Magic Quadrant
Alongside Microsoft, Amazon Web Services, and Google, disruptive vendors of cloud database management systems secured decorated positions in Gartner’s Magic ...
Charlie Mitchell · 3 Jan 2022
Analysing the CCaaS Magic Quadrant
Watch on YouTube . In this session we discuss the following: The significance of the leaders quadrant The surprise placings of Five9, AWS and more Who is mis...
David Dungay · 16 Aug 2021
Gartner Magic Quadrant for CCaaS 2021
Market analytics leader Gartner has released its much awaited 2021 Magic Quadrant report for Contact Center as a Service. With the effect of the pandemic sti...
William Smith · 11 Aug 2021
Gartner Magic Quadrant for CCaaS 2020
Demand for cloud technology is growing. These days, companies need more than just a cloud environment for unified communications; they need the same flexibil...
Rebekah Carter · 12 Nov 2020
Five9 Challenges the Gartner Magic Quadrant for CCaaS
Gartner is one of the most well-respected analysts in the world. Every year, the company delivers a series of reports labelled “Magic Quadrants.” These docum...
Rebekah Carter · 12 Nov 2020
Cisco Exec Joins Talkdesk as Chief Strategy Officer
Cloud contact centre solution provider Talkdesk recently announced the arrival of Vasili Triant as Chief Strategy Officer for the team. Triant's appearance i...
Rebekah Carter · 14 Nov 2019
Who's Leading Gartner's CCaaS Magic Quadrant 2019?
CCaaS or Contact Centre as a Service solutions are some of the most valuable offerings in the communications market today. Through cloud-based flexible deplo...
Rebekah Carter · 17 Oct 2019
Mitel MiCloud Connect CX Review: Sure-fire Winner?
If you are operating a Salesforce CRM, have multiple, legacy on-premises systems, and working with anywhere between 200 and 2,000 seats, Mitel MiCloud Connect CX is the contact centre solution for you
Anwesha Roy · 12 Sept 2019
8x8 Has The X Factor
With so many different companies in the communication world today, what does it take to stand out as a genuinely transformative brand? The answer to that que...
Rob Scott · 29 Aug 2019
NICE inContact and Atos Form New Partnership
Atos, a global leader in digital transformation providing end-to-end orchestrated hybrid cloud solutions around the world, recently announced a new collabora...
Rebekah Carter · 16 Aug 2019
New Meeting & Contact Centre Solution by 8x8
8x8, a leader in communication solutions that transform the experiences of employees and customers, recently announced the launch of multiple new solutions f...
Rebekah Carter · 21 Mar 2019
Contact Centre Predictions for 2019
There are few things more important in any business than the conversations you have with your customers. Experts from every vertical agree that if you want t...
Rob Scott · 25 Jan 2019
Exploring the Gartner CCaaS MQ for Western Europe 2018
In this year's Magic Quadrant, Gartner revealed that there had been a growing demand for CCaaS across Western Europe, as more organisations embrace the flexibility of the cloud.
Rebekah Carter · 8 Nov 2018
Avaya Cloud Contact Centre Review: Flexible CCaaS from Avaya
Avaya's Cloud Contact Centre solutions are designed to deliver as-a-service functionality to companies in search of better customer experience strategies.
Rebekah Carter · 17 Sept 2018