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.
Executive POV B2B sales cycles are shortening as teams are increasingly engaging with prospects at more optimal times.In 2026, intent-led Account-Based Revenue (ABR) approaches help revenue teams focus on accounts already researching solutions. By aligning outreach with real buyer behavior, organizations are reducing wasted effort, improving engagement quality, and accelerating deal velocity by 30% or more. B2B buying rarely starts with a sales conversation anymore. It starts with quiet research. Buyers read, compare, and build internal alignment long before they engage with a vendor. Intent-led ABR is gaining momentum because it reflects this reality. Instead of relying on static account…
Introduction: The Tech Satisfaction Myth Employees need the right tools to work effectively. While organizations continue to invest in new collaboration tools, faster laptops, and cloud applications, employees may still face challenges like slow systems, unstable logins, and tools that work inconsistently. Some may assume the issue is training, resistance to change, or unrealistic expectations. To determine the underlying problem, solutions like End-User Experience Management (EUEM) help because they focus on how employees actually experience technology across devices, applications, and networks. Poor digital experiences can quietly drain productivity, which is something organizations should be proactive about preventing. As the article…
Over the last two years, the Multichannel Marketing Hubs (MMH) market has shifted from generic campaign tools to unified, AI‑native platforms that can orchestrate complex customer journeys in real time. QKS Group’s 2024 and 2025 SPARK Matrix™ evaluations illustrate this evolution. As expectations for personalized, seamless brand experiences rise, MMHs have become essential for orchestrating campaigns and integrating data across channels. The 2025 report notes that AI‑driven journey orchestration, predictive segmentation, and autonomous agents are transforming these platforms, moving them from assistive to autonomous execution. The comparison below examines how vendors shifted positions between the 2024 and 2025 SPARK MatrixTM…
AI has become impossible to ignore in contact center conversations. Vendors promise faster resolutions, lower costs, and happier customers, often suggesting that adding AI on top of existing operations will magically transform performance. For many leaders, the idea of an “AI-first contact center” feels like a shortcut to scale. The reality is far less dramatic. AI can improve efficiency, but it cannot compensate for fragmented processes, poor data quality, or unclear ownership. When workflows are broken, AI does not repair them, it accelerates their failure. Understanding this difference is essential for CX leaders heading into 2026. According to Amandeep Singh, Associate…
On paper, CRM platforms promise the same outcomes to every business: better customer visibility, stronger relationships, and predictable growth. However, in practice, CRM success looks radically different for small and mid-sized businesses (SMBs) compared to large enterprises. It’s not because one group uses “better” software. In fact, many SMBs and enterprises run the same CRM platforms. The difference lies in scale, complexity, operating models, and expectations. A CRM that’s ideal for a 50-person company may not be suitable for a 50,000-person organization, and vice versa. According to Umang Thakur, Vice President of Research & Principal Analyst (Retail and E-Commerce) at QKS Group,…
Introduction: Why Loyalty Is Being Rewritten Discounts lure customers, but the attraction is fairly brief. Many loyalty programs succeed at driving an initial purchase, but find it difficult to sustain engagement beyond the first few redemptions. Customers learn quickly. They become indifferent to points expiring. And when they receive multiple offers, they start to blur together. In 2026, loyalty leaders are rethinking the model entirely. Instead of relying on spend-based incentives alone, they are borrowing from behavioral psychology, using progress, recognition, challenge, and community to create habit-forming experiences. This shift, often referred to as Gamification 2.0, focuses on designing motivation…
Intranets in 2026: From Portals to Productivity Platforms With the growing prevalence of hybrid work, intranets should now be designed for how employees actually work today. In many cases, information is scattered across tools, frontline teams feel disconnected, and employees lose valuable time searching instead of executing. Industry research shows that knowledge workers spend a significant amount of time simply trying to find the right information, which is an invisible tax on productivity and morale. Therefore, in 2026, intranets are being rebuilt as AI-powered employee experience platforms. Intelligent search delivers answers instead of links. Mobile-first design connects deskless and hybrid…
In 2025, hardware asset management (HAM) evolved from being a back-office discipline focused on tracking devices for accounting purposes to becoming a strategic capability tied directly to uptime, security, cost control, and operational resilience. As organizations expand hybrid work, cloud infrastructure, and distributed operations, the ability to see, understand, and act on hardware data in real time has become essential. Recent findings from the 2025 SPARK Matrix for Hardware Asset Management by QKS Group highlight just how quickly the market has shifted. Unified visibility, automation, and predictive insights now separate leaders from the others. This article highlights what’s changed, why…
Introduction For years, advertising and marketing technology evolved on parallel tracks. Ad platforms focused on impressions, clicks, and reach, while MarTech systems focused on leads, customers, and retention. Each operated in its own silo, measuring success by its own rules. That separation no longer holds. Privacy changes, the decline of third-party cookies, and AI-driven optimization have forced a fundamental rethink. In 2026, CX and marketing leaders face increasing pressure to connect media spend to what actually matters: repeat purchases, lifetime value, and churn reduction. Not just the click. This is driving a clear convergence between Ad Tech and MarTech, built…
For years, customer journey mapping produced impressive wall charts and polished slide decks. Teams gathered in workshops, debated pain points, and documented how customers moved from awareness to loyalty. However, these maps were then filed away and were rarely updated or connected to what actually happened next.So much has changed since, and now customer behavior shifts daily. Digital journeys stretch across apps, channels, and devices. And if customers even experience small moments of friction, like slow load times or unclear handoffs, it could quietly drive churn long before customers complain. Static representations cannot keep up with dynamic reality, which is…