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Market Insights
Most organizations agree that customer experience improves when the workforce is supported, well-equipped, and confident…
User-generated content (UGC) can be useful in gaining customer trust. However, it can be one…
When a BPO partnership fails, it rarely comes down to the hourly rate. It fails…
Introduction Consumers can now shop and get real-time support through chat and messaging, which is…
Previously this year, GoTo announced over 100 new features and enhancements for its GoTo Connect…
Introduction Communications Platform as a Service (CPaaS) solutions are generally associated with sending messages or…
Trends
Introduction As customer experience (CX) continues to define brand success, organizations increasingly recognize that exceptional…
Introduction In today’s economy, the quality of a business’s Customer Experience (CX) is intrinsically linked…
By Zoha Peerbhoy | June 2025 The need for workforce engagement management (WEM) tools in…
SPARK Matrix™ Analysis
The Workforce Engagement Management (WEM) market continues to evolve rapidly as enterprises respond to hybrid…
The Customer Communication Management (CCM) space is transforming rapidly. The 2025 SPARK Matrix™ shows a…
The Contact Center as a Service (CCaaS) market is experiencing significant advancements in cloud-native technology.…