The experience management vendor added AI analysis in 13+ languages, segment-level auditing and self-service survey tools to ...

Vendors trying to solve for speed may be trying to solve the wrong thing. Ryan Tamminga of Alchemer argues trust in the data ...

Most CX leaders can name the AI vendor they want. Few can pass the seven-question readiness test that decides if it actually ...

You never met the customer you lost. But you approved the phone system, the staffing and the policy that drove them away.

Forrester's new Wave crowns Medallia the lone leader. The real issue: your priority is customer data and governance, not AI.

System of record' is one phrase covering three different jobs — and most vendors only actually do one of them. Here's the six ...

The AI risk debate is going completely off the rails. As AI gets more powerful and begins to do some legitimately scary ...

Two-hour caps, overnight blocks and hidden likes hit teen supply on Meta. Your costs will move first. Here's what to measure before rivals sign on.

In the race to deploy AI across every facet of our organizations, popular top-down "Use AI" decrees are routinely mistaken for strategic success. When tool utilization takes precedence over intended ...

An AI agent approves a claim that was never real. Gartner says 60% of AI projects fail on bad data — and most CX leaders ...