Can we talk about Gartner’s Conversational AI MQ?
NUMBERS STORIES So here’s what we’ve got File on 7/10: AI adoption in the contact center (numbers article) (Matt) # numbers that show the importance of data security — July 10 # numbers on how AI changes data infrastructure —…
AI agents are triggering an existential crisis in enterprise software
The air in Silicon Valley — and frankly, in every major tech hub globally — is thick with panic and anticipation. We are witnessing what many are calling the SaaS-pocalypse — a market correction hitting Software-as-a-Service (SaaS) companies with a…
AI is eating everything. You are likely on the menu.
AI hijacked the global conversation about four years ago, and it hasn’t relented for a second. It is now a part of everything—every conversation, every event, every product, every fleeting thought. All of my conclusions about AI two years ago…
Cisco's Double-Tap on Innovation: How AI is Reshaping UC and CX
This is my second action-packed event in two weeks. Last week, I attended ISE Barcelona and this week is Cisco Live EMEA in Amsterdam. Two big weeks for Cisco, and I can tell you the company is not resting on…
The #EC25 Innovation Showcase is about TXT
If your company is providing something new to enhance textual communications, apply to be part of the Innovation Showcase at Enterprise Connect 2025. Here’s how.
Agentic AI Represents an IVR Revolution
The promise of AI tools with the agency to make decisions has potential – but adopters would be wise to understand what AI agents can do well.
Unpacking the Relationship Between Customer Satisfaction Scores and Shareholder Value
New research shows there’s an argument to be made that good customer experience leads to better profits for shareholders.
UCaaS is a Teams Sport. Who’s Really Winning?
Microsoft has become so dominant in enterprise communications that it’s hard not to compare it to the Bell System. But global monopolies in telecom have vastly different implications.
Twitter’s Business Impact Has Changed – And Not For the Better
The shift in the social media landscape marks a significant customer experience loss, crippling sentiment monitoring, diffusing the brand landscape and fraying customers’ perceptions of being able to talk directly to the companies they were patronizing.
NEC Hands Over UCaaS Offering Univerge Blue to Intermedia
NEC is walking away from mature telephony, while Intermedia is running into a high-growth opportunity.
Visual Storytelling at NICE Interactions
Humans have always used pictures to tell stories. Outgoing NICE CEO Barak Eliam’s immersive storytelling set a new high bar for tech company keynotes.
How Productivity Measurement is Driving UCaaS Innovation
As the landscape of UCaaS continues to evolve, productivity measurement is a key innovation that is breathing new life into the space.
Zoom and Mitel Strike Hybrid Cloud Partnership
Mitel to integrate Zoom Workplace, addressing demand for hybrid cloud unified communications and collaboration deployments.
RCS: Game Changer for CX
Most of the RCS/iOS18 excitement is about Android and iOS users getting better interop. This is nice, but the real excitement is how brands will leverage RCS.
The Quest to Make 5G Relevant
Ericsson’s ambitious push for 5G relevance feels like a rerun.
The Climate Is Right for Industry Change
Enterprise communications technologists have been on the forefront of socially-transformative changes before, most recently with the remote-work implementation during the pandemic. They have the chance to do it again with climate change.
Will CX Reach Maturity?
Last Thursday, Five9 announced its quarterly results, launched Genius AI, and announced an acquisition. These events illustrate four industry trends occurring in CX.
Winning at Non-Acquisition
UJET has found success in a better-than-acquired partnership with Google.
Microsoft Device Ecosystem Platform: Make Android Great Again
Combine Google’s ideation abilities and Microsoft’s execution abilities and you’ve got a whole new prospect for the enterprise mobile landscape.
Why Topic Modeling Is My Favorite Gen AI CX Feature
Effective automation and CX really starts with understanding what your customers want – and topic modeling can unearth the real needs your customers have.