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Random thoughts and insights that are topical are shared through our insights blog. Worth checking back now and then to see what’s new.
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Latest Research
Beyond the Hype — Realigning Customer Service Strategies for Real CX Impact
The customer service technology landscape is rapidly evolving as vendors seek to deliver more comprehensive Customer Experience (CX) solutions. Despite the promise of an enhanced service value proposition, many offerings fail to meet expectations due to their complexity, scope, and developmental immaturity. This research explores the changing dynamics within the customer service vendor market, highlights the key challenges faced by both vendors and organizations, and offers actionable strategies to implement a more integrated and future-ready approach to customer service.
Read MoreHow CCaaS Vendors Can Remain Relevant in a Shifting CX Landscape
As the CX landscape evolves with AI advancements and greater data integration, CCaaS vendors face growing competition from CRM and UCaaS providers. This note explores key strategies for CCaaS vendors to remain relevant, emphasizing deeper partnerships, technology innovation, and holistic solutions that deliver value across the entire customer journey.
Read MoreCloud Is 28 Years Old — Catch up Now to Be Able to Compete in the AI Innovation Race
Cloud computing hasn’t stood still in its 28-year evolution, becoming the cornerstone of AI and business innovation. Companies still relying on outdated on-premises systems risk being left behind as the cloud continues to drive rapid advancements. This research aims to equip buyers with the insights needed to accelerate Cloud adoption plans.
Read MoreDon’t Drift Away from Reality — Ensure Vendors Offer AI Model Longevity
In the evolving landscape of machine learning, combating model drift and decay is crucial for maintaining model performance. Continuous monitoring, automated retraining pipelines, and robust data management are essential strategies. Discover how proactive measures can ensure long-term value and guide your investment in the right AI solutions.
Read MoreAdvisory with a different approach
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