Whether the order to return to the office full-time is meant to boost collaboration or quietly reduce a workforce without resorting to layoffs, the move presents a lot of downsides to the company.

AI’s impact ranges from the contact center to customer experience, but it comes with risks that need to be acknowledged and mitigated.

At the closing locknote for EC A1 2024, four industry analysts shared their perspectives on where AI is today – it’s “mostly not working,” says one -- and where it might be going.

Walmart’s David Glicks shares three tenets that he believes are necessary to leading a team, and a division, through technology change.

At the opening keynote for EC AI 2024, three enterprise communications technology professionals shared their perspectives on implementing AI solutions in their organizations.

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 ...

The shift in the social media landscape marks a significant customer experience loss, crippling sentiment monitoring, diffusing the brand landscape ...

A look at characteristics of the success group from Metrigy’s recent research on connected workspaces for collaborative work ...

Zoom adds new enterprise features for security and compliance, Google includes Gemini model in Workspace and rolls out Contact Center updates, and Talkdesk launches Healthcare Experience Cloud for ...

Zoom adds new enterprise features for security and compliance, Google includes Gemini model in Workspace and rolls out Contact Center updates, and ...