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.
Have you ever wondered why some companies seem to know exactly what you need before you even ask? According to industry insights, 86% of customers are willing to pay more for a better experience, a staggering figure that highlights the power of understanding your audience. At the heart of this customer-centric revolution lies journey mapping, a creative and insightful process that visualizes how people interact with products or services. Whether you’re a business owner, marketer, or designer, journey maps are your secret weapon to unlock deeper connections with your users. In this article, we’ll dive into the fascinating world of…
The Revenue Enablement Platform (REP) market is undergoing a significant transformation, driven by advancements in AI, enhanced integrations, and a growing emphasis on streamlined sales and marketing alignment. QKS Group, formerly Quadrant Knowledge Solutions, has released its SPARK Matrix™ for 2025, providing a detailed assessment of vendor performance based on Technology Excellence and Customer Impact. By comparing this with the 2024 edition, we can identify which vendors have progressed, remained steady, and shifted their market position. According to Vaishnavi, Research Analyst at QKS Group, “Vendors featured in these reports represent a curated list from the broader sales enablement market. The…
By Zoha Peerbhoy | July 2025 Small Moments, Big Impact How many conversations do people have about what goes on at work? These conversations range from discussing work in general to how they don’t feel valued or even expressing concerns about professional growth. This shows how important workforce engagement is, because how employees feel throughout their workday influences how they feel about their job. Take a contact center agent, for instance. Imagine that they’re about to take their fifth call within an hour. As you can imagine, they’ll be drained and exhausted. But before they get yet another call, they…
The Customer Communication Management (CCM) space is transforming rapidly. The 2025 SPARK Matrix™ shows a sharper divide between vendors that focus on innovation to keep up with omnichannel demands and those still catching up. From AI-powered orchestration to real-time personalization and compliance-driven content, the expectations from CCM platforms have never been higher. This article will compare the 2024 and 2025 SPARK Matrix for Customer Communication Management, published by QKS Group, formerly Quadrant Knowledge Solutions. It will especially highlight vendors’ strengths and the shifts in vendor positionings. Leaders That Held Their Ground Quadient retained its strong Leader position in both 2024…
By Zoha Peerbhoy | July 2025 Imagine what it would feel like if your favorite brand knew exactly what you wanted, delivered it instantly, and respected your privacy, all without missing a beat. That’s the promise of marketing technology (MarTech) in 2025. What’s great is that this isn’t being achieved by just tweaking existing tools; it’s an actual restructuring of how brands choose to connect with you. Driven by stricter privacy laws, smarter AI, and customers expecting instant, personalized experiences, Martech is transforming fast. As experts Krah and Leitherer (2024) put it, “Martech in 2025 is less about tools and…
By Zoha Peerbhoy | July 2025 Most marketers have started to acknowledge that the era of surveillance advertising, also known as surveillance marketing, is coming to an end. Consumers are becoming more aware of how their data is processed and are concerned about how their data is used. Many are particularly concerned about identity theft and more malicious tracking. This has led to the need for replacing cookie trails and third-party data collection with consent, something that is even more powerful. Privacy is now considered a competitive differentiator, not a compliance box. Consumers now believe that if marketers want to…
By Zoha Peerbhoy | June 2025 Not all loyalty programs are effective. Some brands use punch card programs, which give customers some kind of reward after they’ve spent a certain amount. Birthday coupons are common, too. Then there are offers like “Buy 10 lattes, get 1 free.” Which is, of course, completely useless for most people. In a day and age where there are scores of brands that customers can switch between, customer loyalty isn’t easy to pull off. Brands need to use collected data more effectively. They can’t be sending the same promo to everyone in their 20s because…
Various brands across industries are focusing on adopting Customer Experience (CX) technologies for a competitive advantage. However, many find that despite investing in the “right” CX tools, they’ve ended up entangled in solutions that don’t meet their actual needs. This mainly occurs because there’s a mismatch between promises made by tech vendors and the ground reality. This could stem from flawed advisory models used in the technology selection process, leading to a disconnect. Advisory systems tend to compartmentalize insights. While they provide broad, top-level evaluations, they may not stress enough on contextual variables like sector-specific needs, user behavior, geography, or…
The Contact Center as a Service (CCaaS) market is experiencing significant advancements in cloud-native technology. AI, real-time analytics, and digital channels have become standard offerings, encouraging vendors to differentiate themselves based on performance outcomes. The Leaders At first glance, the most obvious difference is that the Leaders’ quadrant in the 2023 SPARK Matrix™ looks rather cluttered, while the 2024 matrix appears to have a more even distribution between the leaders and strong contenders. NICE, Genesys, Five9, Amazon Web Services, Dialpad, Vonage, Avaya, Enghouse, and Twilio remained in the Leaders’ quadrant for two consecutive years. Some of their key CCaaS capabilities…
A few years ago, it was call centers; now, it’s contact centers. Remembering how things used to be can almost make one feel nostalgic. Hunting for that toll-free number and preparing to be on hold for at least a few minutes (although it felt like much longer because of that annoying tune they played while they kept us on hold). Customers associated call centers with long wait times, the same scripted conversations, and frustration at having to repeat the issue to several agents. However, we’ve now come a long way, which has changed how we think about customer service. Generative…