Qualtrics and SAP have partnered to help contact centers enhance customer experience. Qualtrics, a provider of experience management, has announced a new integration with SAP Service Cloud® that ...

It’s a simple question, but there’s often a complex answer, especially for employees at FedEx, who handle an average of 16.5 million packages a day. Today, machine learning is making getting those ...

As consumer behavior continues to gravitate online, leading companies see customer experience as an opportunity to scale with technology for future growth. According to a 2022 industry report, ...

Contact centers substantially impact the customer experience, but many companies avoid giving them the right resources. Transforming the contact center requires involving the entire company and ...

Rick Watkin is President & CEO of KUBRA, a leading provider of customer experience management solutions for utilities and other industries. The expression “the future is here” always struck me as odd, ...

Zeus Kerravala is the founder and principal analyst with ZK Research, and provides a mix of tactical advice to help his clients in the current business climate and long-term strategic advice.

Contact center volume jumped markedly when the COVID-19 pandemic forced the closures of physical locations around the world, meaning contact centers were the sole source of customer-company ...