For any strong position there should be an inverse position that is equally as strong. It is the reason we see the law of duality: where in the end categories end up being dominated by two strong ...

AI-specific legislation is coming fast, and most email marketers are unprepared,” says Guy Hanson, vice president of customer engagement at Validity, a CRM data quality, email performance, and ...

We have internal systems, but they had to be able to plug into something.” Aterian sent out a request for proposals, and of all the responses, Genesys offered the broadest set of features through its ...

SOLV Energy considered a few solutions, ultimately selecting eGain’s knowledge management technology because it offered single sourcing of content that could be personalized for different users.

Digital marketers have been relying on cookies for decades. They were first introduced by Lou Montulli, a 23-year-old programmer at Netscape, in 1994. Designed as an aid for online commerce, cookies ...

Businesses today that rely on outgoing calls face a harsh reality: Trust in the voice channel for many Americans is fundamentally broken. Fortunately, there’s a resource that can help restore consumer ...

CCaaS platforms will remain central to customer experience infrastructure and become more critical as agent roles evolve. They now account for a large percentage of the workforce engagement management ...

AI Agents are redefining customer experience, delivering faster resolutions and smarter interactions. As GenAI and Conversational AI mature, CX and IT leaders must understand what separates ...

Customer expectations are higher than ever-and the gap between what leaders think they're delivering and what customers actually experience is growing.In this exclusive Five9 report, we surveyed 400+ ...

Wyndham Hotels & Resorts needed a modern contact center to keep pace with global demand and rising guest expectations. Legacy systems and complex agent tools created friction for both travelers and ...

Wyndham Hotels & Resorts needed a modern contact center to keep pace with global demand and rising guest expectations. Legacy systems and complex agent tools created friction for both travelers and ...

AI Agents are redefining customer experience, delivering faster resolutions, smarter interactions, and greater efficiency at scale. In this Aragon AI Report, discover why Five9 was named a Leader in ...