Author: Zuha
Zuha
Zoha Peerbhoy is a seasoned editor with over a decade of experience in editorial strategy. She currently serves as a senior editor and content strategist for CX TechBuzz, a media initiative by TechBuzz Media. Zoha enjoys reading, traveling, and baking in her spare time.
Introduction Most people no longer interact with brands on a single channel. They generally constantly switch between web, mobile, social, and physical touchpoints, depending on the circumstance or even location. For instance, someone may visit a website on their desktop (web), go through an app during their commute (mobile), scroll through posts on Insta (social) sporadically, or actually visit a store if they’re out shopping (physical touchpoints). It’s important for organizations to understand this flow in real time. Real-time journey mapping, i.e., tracking, visualizing, and acting on customer behavior as it happens, helps businesses capture these dynamic interactions and adapt…
Introduction The way organizations communicate and collaborate has changed dramatically over the past decade. Relying solely on desk phones or emails would be an outdated way for businesses to stay connected. What’s more suitable is Unified Communication as a Service (UCaaS), a cloud-based model that integrates voice, video, messaging, and collaboration tools into a single platform. UCaaS helps teams work seamlessly across devices, locations, and time zones while supporting customer-facing functions, making it increasingly relevant in an era where hybrid and remote work are standard. More importantly, UCaaS offerings play a central role in shaping customer experience (CX). From smooth…
The Voice of Customer (VoC) market continues to evolve rapidly, shaped by AI-driven intelligence, omnichannel engagement, and the convergence of customer, employee, and partner experience. QKS Group, formerly Quadrant Knowledge Solutions, published the SPARK Matrix™ for 2024 and 2025, which provide a detailed assessment of vendor performance, analyzing both Technology Excellence and Customer Impact. By comparing the 2025 edition with the 2024 matrix, we can see which vendors have sustained leadership, which ones have risen or slipped, and which have exited the matrix altogether. Consistent Leaders Hold Strong Several vendors demonstrated stability and continued innovation, holding their Leader positions across…
Introduction Managing social media in 2025 isn’t what it used to be. The days of struggling with creating content, tracking results, and constantly engaging with the audience are becoming a thing of the past, thanks to the rapid growth of AI tools. AI is moving from being a simple assistant to becoming the powerhouse that is transforming everything. From writing posts and designing graphics to analyzing audience sentiment and predicting trends, AI is revolutionizing how social media managers work. According to Richa Choubey, Senior Analyst at QKS Group, “AI has transitioned from being a supportive tool to a central force…
Hoboken, N.J., September 8, 2025 – NiCE Ltd. (Nasdaq: NiCE ), a global provider of AI-powered customer-experience solutions, has officially closed its acquisition of Cognigy, a conversational and agentic AI leader, following regulatory approvals. This deal unites NiCE’s CXone Mpower platform with Cognigy’s advanced AI to create a more integrated, data-rich CX offering. What’s in the Deal What It Means for Customers 1. Tighter AI Integration NiCE stated that bringing Cognigy into its CXone Mpower platform will enable native AI integration, eliminating the need for separate third-party solutions. According to the company, this tighter integration is designed to simplify architecture,…
Introduction Digital marketing analytics remains the bridge between customer behavior and business decisions. In 2025, the field is evolving quickly. Privacy rules, measurement gaps from decreasing reliance on third-party cookies, server-side data flows, wider use of AI for insights, and new collaborative infrastructures such as data clean rooms are changing how teams collect, interpret, and act on marketing data. Privacy-First Analytics and the Rise of First-Party Data According to Richa Choubey, Senior Analyst at QKS Group, “Digital marketing analytics in 2025 is no longer about isolated dashboards or backward-looking reports. Rather, it has evolved into a living intelligence layer that…
The Account-Based Marketing (ABM) platform market has witnessed a few significant changes. Marketing and sales teams are now demanding unified data, AI-powered orchestration, and faster pipeline acceleration. QKS Group (formerly Quadrant Knowledge Solutions) recently published its SPARK Matrix™ for ABM Platforms for Q3 2025, offering a data-backed view of how leading ABM platforms are performing across Technology Excellence and Customer Impact. We analyzed and compared both the 2024 and 2025 SPARK Matrix reports to uncover how vendors are repositioning amid consolidation, innovation, and shifting enterprise needs. The Leaders Most of the leaders in 2024 have also been positioned as leaders…
Introduction In regulated industries, like financial services, healthcare, insurance, and utilities in particular, maintaining clear, accurate, and auditable customer communications is non-negotiable. Regulations such as General Data Protection Regulation (GDPR), Payment Card Industry Data Security Standard (PCI DSS), Gramm-Leach-Bliley Act (GLBA), Sarbanes–Oxley Act (SOX), and Federal Financial Institutions Examination Council (FFIEC) set the bar for how data must be handled, how content must be delivered, and how records must be kept. These regulatory demands have led to meaningful innovation in Customer Communication Management (CCM) platforms. This article explores how compliance acts as a catalyst for improving security, agility, personalization, and…
The Workforce Engagement Management (WEM) market continues to evolve rapidly as enterprises respond to hybrid work demands, rising attrition, and the need to enhance customer experiences. The 2025 SPARK Matrix™ from QKS Group (formerly Quadrant Knowledge Solutions) underscores this evolution, highlighting platforms that have embraced AI, real-time analytics, and employee-centric engagement as key differentiators. According to Amandeep Singh, Associate Director & Principal Analyst at QKS Group, “Workforce Engagement Management is undergoing its most profound transition yet. Once defined by scheduling and compliance, it is now being reimagined through AI as a dynamic ecosystem that predicts workforce needs, personalizes coaching at…
Introduction Modern enterprises are now under pressure to deliver seamless collaboration, efficient workflows, and a positive employee experience, and they are expected to do so while supporting a hybrid or remote workforce. However, organizations often rely on a patchwork of disconnected tools: one for communication, another for workplace services, and yet another for employee engagement. This fragmented approach can create inefficiencies, hinder productivity, and compromise customer-facing outcomes. The growing convergence of Digital Workplace Services (DWS), Unified Communications as a Service (UCaaS), and Employee Experience Platforms (EXP) is changing that dynamic. By integrating these platforms, businesses are building cohesive ecosystems that…