Compare features, AI scoring, compliance and integrations to pick QA tools that boost CX and agent performance.

For marketers, the lesson is clear: move from campaigns as endpoints to content as infrastructure. A one-off stunt, like a ...

Katrina Fine explains how Hyatt balances global consistency with local flair to create memorable guest experiences.

The lawsuit also comes against the backdrop of the FTC’s Click-to-Cancel rule, finalized in October 2024 but shot down in ...

Consumer rage, complaint behavior and AI adoption look very different in the U.S. and Japan—offering sharp lessons for CX ...

Fragmented journeys. AI, search, and social mean brand interactions happen across scattered entry points outside your control ...

The ACE Rule transforms every employee into a chief of experience—turning data into empathetic, real-time customer action.

Schema.org markup is a standardized way to label your content so web crawlers can accurately understand and interpret it. In ...

Crownpeak’s FirstSpirit expands its digital quality management capabilities with new open-source modules for Drupal and ...

Most CMOs see CX as vital, but few achieve it; success requires richer customer insights, journey-driven design and a culture ...

Salesforce plans to integrate Regrello's AI-native process automation technology with its Agentforce platform and Slack to transform manual workflows.

Contact centers live at the intersection of change and pressure. That’s why leaders need more than quick fixes; they need ...