Author: Zuha

Introduction In B2B sales, buying decisions rarely come from one person anymore. They’re shaped by groups, like IT managers, CFOs, procurement officers, and end users, who all have distinct priorities. Automation is revolutionizing how businesses manage these complex journeys. However, keeping the humans behind those buying groups genuinely engaged remains challenging. In 2025, it’s important that smart nurture workflows balance efficiency with empathy. The best programs guide real people through relevant, contextual touchpoints instead of generic, automated sequences. This article explores how CX leaders, marketers, and revenue teams can design smart nurture and handoff workflows that accelerate revenue while strengthening…

Introduction As customer expectations accelerate and hybrid work becomes the norm, Cloud Contact Center as a Service (CCaaS) platforms are redefining how organizations deliver and manage customer experience (CX) at scale. The shift from on-premises systems to the cloud has been a strategic evolution toward flexibility, intelligence, and global reach. Organizations are turning to cloud-native contact centers to unify communication channels, integrate AI-driven insights, and empower distributed teams. According to Amandeep Singh, Associate Director & Principal Analyst at QKS Group, “The CCaaS revolution marks a pivotal shift from infrastructure management to experience orchestration. As enterprises embrace cloud-native, AI-powered contact centers,…

Introduction In 2025, the modern intranet is transforming from a static content repository into an intelligent workspace companion. Artificial Intelligence (AI) and Copilot-style assistants have changed how organizations collaborate, share knowledge, and communicate internally. These technologies are increasingly becoming core features that shape how employees work, learn, and make decisions. By embedding AI-driven tools directly into intranet ecosystems, businesses are enabling smarter automation, contextual insights, and hyper-personalized experiences. This article explores how leading platforms are integrating generative AI and Copilot capabilities, what that means for productivity and engagement, and how organizations can prepare for this new era of intelligent collaboration.…

Introduction Businesses are increasingly adopting Workforce Engagement Management (WEM) to enhance employee performance, satisfaction, and ultimately customer experience. In 2025, the focus is shifting toward quantifying how engagement directly influences business outcomes. Therefore, apart from improving employee well-being, WEM is also a measurable driver of profitability and growth. This article explores the new landscape of WEM. It emphasizes how organizations can accurately gauge their return on investment by tracking engagement metrics linked to key performance indicators (KPIs). Understanding Workforce Engagement Management WEM refers to the tools and processes companies use to improve employee experience, align workforce activities with organizational goals,…

Introduction In 2025, the customer data landscape is undergoing a profound transformation. Customer Data Platforms (CDPs) have traditionally helped businesses collect, unify, and analyze customer data from multiple sources, including websites, apps, and CRM systems, to provide descriptive insights about past behaviors and trends. However, the rise of Artificial Intelligence (AI) integrated into CDPs is now pushing the boundaries beyond static reports. AI-powered CDPs bring predictive capabilities that allow companies to anticipate customer behavior, personalize experiences in real time, and make smarter, faster decisions. This combination is reshaping how organizations understand their customers and engage with them more effectively. According…

Introduction Multichannel marketing hubs (MMHs) are evolving rapidly as customer journeys become increasingly fragmented and expectations for seamless, personalized experiences continue to rise. In 2025, businesses are relying more than ever on MMHs to unify customer data, automate campaigns, and deliver orchestrated engagement across every touchpoint, from email and SMS to social, mobile apps, and even physical retail. This article examines the top trends defining multichannel marketing hubs in 2025, focusing on technological shifts, industry adoption, and emerging challenges and opportunities for customer experience (CX) leaders. AI-Powered Personalization and Real-Time Orchestration In 2025, there has been an increased adoption of…

Introduction For a while now, marketers have relied on third-party cookies, which are like small files that track users across the web, to optimize campaigns and learn about customers. Today, privacy regulations like GDPR in Europe and CCPA in California have changed the rules, preventing the use of old tracking methods to protect consumers. This shift creates a challenge for businesses because they still need to understand marketing performance and customer behavior. Due to privacy laws, companies can no longer share raw, user-level data with advertising or analytics partners. This data was previously essential for partners to precisely measure campaign…

Introduction Customer relationship management (CRM) platforms are evolving faster than ever. As businesses invest in digital transformation, intelligent CRM has become central to lasting customer loyalty and business growth. While CRM is primarily a sales database, it also serves as a powerful tool for providing data-driven, hyper-personalized experiences across every customer touchpoint. According to Umang Thakur, Vice President of Research & Principal Analyst – Retail and E-Commerce at QKS Group, “Intelligent CRM, or what I prefer to call Cognitive CRM, is no longer about managing relationships; it’s about orchestrating intelligence. By fusing AI, real-time data, and human insight, today’s CRMs…

Introduction Workforce Engagement Management (WEM) looks vastly different in 2025, particularly owing to advances in Artificial Intelligence (AI) and the growing pressure to deliver exceptional customer experiences. Organizations ranging from large contact centers and SaaS providers to fintech companies rely heavily on engaged, productive frontline agents to provide customers with consistent, high-quality interactions. Because when it comes down to it, these agents act as the face of the brand. How the customer feels about a brand will be determined by the customer’s interactions with these agents. In other words, these agents play a direct role in improving customer satisfaction and…

Introduction The move toward integrated, real-time digital communication platforms has transformed how companies engage with customers and partners. Businesses now use Communication Platform as a Service (CPaaS) to power everything from seamless SMS alerts and WhatsApp notifications to secure voice-based authentication. These platforms deliver unmatched speed, scale, and the agility needed to deliver superior customer experience across channels, devices, and geographies. However, as CPaaS adoption accelerates, two risks loom large: targeted telecom fraud and increasing global compliance demands. Lasting digital engagement requires a security-first design to successfully outpace fraud and meet all regulatory mandates. As Abhishek Ghosh, Principal Analyst at…