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Customer experience platform Genesys receives significant funding to strengthen AI-powered orchestration capabilities through deepened partnerships. Continue reading…
Genesys Secures $1.5B Investment From Salesforce & ServiceNow Read More »
In many organizations, decisions are made in boardrooms, far removed from the customer’s reality. Metrics are dissected. Dashboards are studied. Yet somehow, the real customer experience gets overlooked or misrepresented. That’s where a customer immersion program changes everything. It’s not another survey. It’s not a persona profile. It’s about understanding the customer’s day-to-day experience —
Customer immersion reveals what dashboards never will Read More »
New US statistics reveal why chatbots are gaining traction across CX teams — and where they deliver the most value. Continue reading…
What 2025 Data Tells Us About the Future of Chatbots in CX Read More »
Data dashboards miss what advisory boards and in-depth interviews can reveal about the real customer journey. Continue reading…
The Most Overlooked Source of Actionable Customer Insights Read More »
How agentic AI is poised to redefine the future of customer support. Continue reading…
Agentic AI and the Future of Customer Support: What CX Leaders Need to Know Read More »
Forget seamless journeys. Fix the weakest link — that’s what customers actually notice. Continue reading…
The Omnichannel Illusion: Why Customers Just Want One Thing Read More »
Empathy at scale is possible—but only if you know when your chatbot needs to step aside for a human. Continue reading…
Designing Customer Journeys With Heart—Even When Chatbots Are Involved Read More »
Navigating the digital whirlwind: why customers are struggling with the pace of technological change. Continue reading…
Customers and Tech Overload: Okay, Boomer? Read More »
Free shipping, easy returns and Buy with Prime drove record sales for Prime Day 2025. DTC brands must now meet these CX benchmarks year-round. Continue reading…
What Prime Day 2025 Reveals About Shipping, Returns and Customer Expectations Read More »
Marketers are scaling beyond welcome emails. Here’s how AI powers the entire customer journey—onboarding to renewal, and everything in between. Continue reading…
Why Scalable Customer Journeys Are the New Growth Imperative Read More »