Customer Experience
When an employee reports, “My laptop is slow,” IT teams often have to guess what…
Introduction In 2025, the customer data landscape is undergoing a profound transformation. Customer Data Platforms…
Introduction Businesses are now adopting various tools to improve their marketing efforts. Customer data is…
Introduction Most people no longer interact with brands on a single channel. They generally constantly…
The Voice of Customer (VoC) market continues to evolve rapidly, shaped by AI-driven intelligence, omnichannel…
Hoboken, N.J., September 8, 2025 – NiCE Ltd. (Nasdaq: NiCE ), a global provider of…
MarTech
Introduction For years, advertising and marketing technology evolved on parallel tracks. Ad platforms focused on…
For years, customer journey mapping produced impressive wall charts and polished slide decks. Teams gathered…
Digital employee experience has always lived in a strange contradiction. Enterprises claim that employee experience…
Introduction For years, Voice of Customer programs relied heavily on surveys. They asked customers what…
Introduction: The Data Stack Dilemma Customer data has become one of the most valuable assets…
Mobile engagement has reached an inflection point. Push notifications, in-app messages, and SMS were once…
SalesTech
For more than a decade, enterprises have claimed to be “customer-centric” while quietly operating three…
Loyalty has never been more expensive, nor has it been more fragile. Promotions have stopped…
Customer experience has become too complex to manage through isolated tools or ad hoc initiatives.…
B2B buying has changed, but many marketing automation programs have not. Buyers now research independently,…
Digital analytics has traditionally focused on what customers do. Page views, clicks, conversions, time on…
For more than two decades, CRM systems have played a largely passive role in enterprises.…
Communication & Collaboration
Introduction A contact center can deploy the best scripts, the most advanced AI, and the…
Introduction: Digital Friction Is the Silent Revenue Killer By 2026, customers no longer separate “digital”…
Customer expectations have changed faster than contact center operating models. Customers want instant responses, clear…
Most companies believe that they listen to employees. They run engagement surveys, collect pulse feedback,…
Customer communications rarely fail because of bad intent. They fail because of complexity. Enterprises today…
Generative AI has moved from experimentation to execution in customer service. Chatbots handle routine queries,…