How and why has my interest in Sprinklr shifted from CCaaS? In a conversation with Ragy Thomas, Founder and Co-CEO, Sprinklr, I hypothesized that enterprises are no longer making CCaaS decisions, they ...

Eighty-five percent of customer service leaders will explore or pilot customer-facing conversational generative artificial intelligence solutions this year, according to a survey by Gartner. The ...

Historically, in its most simple definition, the “supply chain” division of retail was the one in charge of getting stuff in, maybe storing it for a while — maybe not (cross-docking) — and then ...

From sales and customer service, to retail and hospitality, employers in customer-facing functions are facing a challenging labor market. In fact, there are more job openings than candidates, so ...

"When was the last time your communications team joined your customer success meeting?" This question often startles executives when I pose it at industry events. The blank stares or hesitant ...

Customer data platforms (CDPs) first gained popularity among marketing users as the technology tackled the marketing function’s complex customer data management challenges. These challenges included ...

Purpose-driven leadership turns employees into customer service champions. Inspire teams with purpose, not just rules and procedures. Exceptional service thrives when employees are empowered and ...