Author: Zuha

Introduction In retail, digital experience is now central to customer loyalty and ongoing differentiation. Retailers navigating omnichannel journeys face complex touchpoints, inventory challenges, and compliance demands across markets. Selecting the right Digital Experience Services (DES) partner goes beyond technology. It’s important to choose a service provider who brings together craft, scale, and vertical fluency. This is important as it helps create seamless, individualized customer experiences at scale. The right partner helps retailers adapt quickly, innovate with confidence, and turn customer engagement into actual business results. This article explores key criteria for leaders selecting a DES partner that meets the unique…

Previously this year, GoTo announced over 100 new features and enhancements for its GoTo Connect offering, which is aimed at helping small and midsize businesses (SMBs) communicate “smarter and faster.” The May 2025 update brings together omnichannel customer experience, practical AI, and simplified administration across the GoTo Connect, GoTo Meeting, GoTo Webinar, and related UCC portfolio. The release reinforces GoTo’s key focus, which is delivering enterprise-grade communications. Centralized Communications The May 2025 release highlights how it unifies all communication channels into an intuitive platform. The platform now offers: Within GoTo Connect CX, a redesigned Inbox Performance & Design upgrade delivers…

Migrating to a new multichannel marketing hub is one of the more sensitive changes a CX or marketing team can undertake. The hub typically coordinates email, SMS, push, in-app, and sometimes offline channels, and it often holds years of customer history. Poorly planned migration can interrupt critical journeys, damage deliverability, or dilute the customer profile data your teams rely on. The goal, therefore, is straightforward: move to a modern hub while keeping campaigns running and preserving the customer record as a continuous story. This article focuses on two effective strategies to achieve that: sequenced cutovers and disciplined QA, supported by…

The Customer Journey Mapping (CJM) market has witnessed a significant transformation. What was once a space dominated by static visual tools quickly evolved into a landscape filled with intelligent, AI-driven platforms that can orchestrate real-time interactions and connect customer experience initiatives directly to business outcomes. QKS Group, formerly Quadrant Knowledge Solutions, published the SPARK Matrix™ for Customer Journey Mapping in 2024 and Journey Mapping in 2025, which offer a clear view of this transition. By comparing both editions, we can see which vendors have sustained leadership, which have climbed upward, and which are no longer represented in this year’s analysis.…

Introduction Communications Platform as a Service (CPaaS) solutions are generally associated with sending messages or making calls. However, they also play a key role in how organizations connect their customer relationship management (CRM) systems, workforce management (WFM) tools, and analytics platforms. These integrations help businesses create seamless experiences for customers and agents alike. But building these connections isn’t always straightforward. It requires smart design patterns and strategies to keep data flowing reliably, handle failures gracefully, and provide real-time insights. This article takes a closer look at how CPaaS integrates with CRM, WFM, and analytics, explores how companies avoid integration pitfalls,…

Introduction: Why KPIs Matter in CXMS Customer Experience Management Systems (CXMS) are only as effective as the metrics guiding them. Key Performance Indicators (KPIs) provide the structure that connects experience goals with business outcomes. They help teams see whether efforts in customer support, journey design, or digital engagement are actually making a difference. According to Anish Krishnan, Senior Analyst at QKS Group, “Selecting KPIs for a CX Management System is not about tracking more metrics; it is about tracking the right ones. A balanced scorecard helps connect operational efficiency with experiential outcomes, ensuring that every improvement in response time, resolution…

In 2025, mobile engagement automation is evolving from simple campaign management into an adaptive, insight-driven discipline. For customer experience leaders, this shift represents a fundamental change in how brands listen, respond, and improve every interaction. While automation is widely used for scheduling push notifications or in-app messages, it is also increasingly used for closing feedback loops, using AI-powered insights, and creating UX experiences that adjust in real time. Here are five trends defining how forward-looking organizations are transforming mobile engagement in 2025, and what they mean for your strategy. 1. Real-Time Insight Loops Inside Mobile Experiences The biggest change in…

Every sales organization has heard this story before:“We need our teams to update the CRM.” And so they do, logging calls, adding notes, and marking opportunities. But after a few months, morale dips. Reps start asking, “Why am I entering all this data if nothing comes back to help me sell better?” That’s the problem with what many call a “write-only” CRM, a system where information goes in, but no insight comes out. For sellers, it becomes more of an administrative chore than a sales tool. For the business, it turns into a graveyard of underused data. As Umang Thakur,…

Introduction As workplaces increasingly adopt hybrid and flexible models, the traditional office environment is evolving quickly. Employees and visitors now navigate complex buildings, shifting schedules, changing safety protocols, and a range of on-demand services. In this context, a modern workplace experience app has become the new front door, a digital platform that effortlessly connects people with the physical workspace and the information they need. For organizations aiming to boost efficiency and employee satisfaction in 2025, such an app must bring together wayfinding, room booking, communication, helpdesk support, and policy access within a user-friendly, role-based interface. This article explores why each…

AI is everywhere, but success stories are still surprisingly rare.Across boardrooms, leaders agree that AI holds massive promise for improving customer experience, increasing sales efficiency, and streamlining operations. However, many projects struggle to show real impact quickly. Why?Because too many initiatives start with technology, not a business problem. In 2025, the companies seeing actual results from AI are those that start small, stay focused, and measure outcomes fast, often within just 90 days. Here’s how you can do the same. 1. Start with the problem, not the platform The first step in any AI project isn’t choosing the right model,…