top of page
Insights
Exploring trends re-imagining CX


The Power of Alerts and Automated Actions in Contact Centers
Managing a contact center is no small feat. With high volumes of incoming calls, chats, and emails, there’s always the risk of things...
2 min read


AI Agents in Social Listening: Transforming Insights into Action with Konnect Insights
Artificial intelligence is reshaping how businesses handle information—allowing us to process vast streams of unstructured data in...
7 min read


Why Failing to Invest in Scalability Hurts Your CX Strategy
What happens when your CX strategy isn’t built to grow? Failing to invest in scalability can cripple your customer experience, leaving...
5 min read


Doubling Agent Capacity with Verint Agent Copilot Bots
Whether you see it as “cutting call times in half” or “doubling agent capacity,” the ability to shave 50% off your call handle time is a...
4 min read


How modern brands measure ROI on CX platform
CX is a critical business strategy that directly impacts revenue, customer retention, and brand loyalty. 80% of customers say experience...
5 min read


Case Study: Great Southern Bank Transforms Customer Service and Reduces Operational Costs
Great Southern Bank improved customer service and efficiency by enhancing its CXone Mpower platform with AI-driven automation. CUSTOMER...
5 min read


Beyond the buzz: The real impact of AI in customer experience
As a customer service leader, you've likely found yourself both excited and overwhelmed by the constant buzz around artificial...
5 min read


Contact Center Automation: Reduce Agent Burnout and Boost Customer Satisfaction
Contact center automation streamlines operations, reduces costs, and helps deliver effective customer service. There are various types of...
9 min read


Boost Call Center Efficiency with Smart Training Strategies
Any call center’s performance is only as good as the performance of its weakest agent. That’s why organizations are working hard to bring...
4 min read


How to Improve Your Call Center Compliance
Failing to meet regulatory requirements, industry standards, or internal processes can lead to poor customer experience (CX), negative...
5 min read


The Importance of CX Assurance in a Rapidly Changing World
In today’s fast-paced digital landscape, delivering exceptional customer experience (CX) is more critical than ever. Recent incidents...
3 min read


1:1 Personalization: How to create omnichannel experiences at scale
Learn what 1:1 personalization is, why it's important, and how to use robust data collection and analysis to deliver a personalized...
4 min read


2024: Time to leap into innovation, embrace AI's dragon's breath and take customer experience to new heights
Ever wonder what you would do with one extra day? That's the gift a leap year gives us every four years—when the calendar delivers 29...
7 min read


Future-Proofing Your Business with Hyperautomation
Robotic process automation (RPA) is a well-established means of automating repetitive business processes implemented in software. It’s...
5 min read


KYC Automation: Meet Compliance Head-On with IA
Meet KYC Compliance Head-On With complex regulatory regimes, rising security and fraud threats, and large volumes of data getting more...
5 min read


Why an Open CCaaS Platform Approach Creates More Confident CX Leaders
There’ve been plenty of reasons for businesses to feel pessimistic about their ability to successfully engage with customers in recent...
5 min read


New Research Charts Contact Center Suites Value and Names Verint a Market Leader
Ventana Research has published its 2023 Buyers Guide examining contact center and agent management applications and the platforms...
2 min read


The Buyer’s Guide to Live Video Shopping Solutions
Everything to look for to maximize conversions and average order value Live video shopping is taking the Retail and Ecommerce worlds by...
1 min read


Identifying unrealized market potential using Robotic Process Automation
Business leaders are well acquainted with RPA and are aware of the several benefits that automation could bring. From cutting down costs...
3 min read


Conversational AI use case: helping the IT Help Desk
Since the pandemic, IT help desks have been overwhelmed with requests for assistance. Conversational artificial intelligence (AI) and...
3 min read
bottom of page