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This note examines whether “SaaSpocalypse” claims are valid, based on full-year results from 24 public companies that have significant customer experience (CX) SaaS offerings.
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This note provides comprehensive coverage and evaluation of Enterprise Connect 2026, including vendor announcements and market trends.
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The latest announcements from NiCE Cognigy reflect the broader CCaaS market shift away from reactive service and toward earlier and more effective interventions. At Nexus...
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Amazon Connect emerged as a significant beneficiary to product announcements at AWS’s re:Invent 2025 conference. However, the solution’s architecture still straddles CCaaS...
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NiCE’s 2025 Analyst Summit marked a decisive shift toward AI orchestration in customer experience. The company’s momentum highlights not only innovation potential but also...
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Align your tools, data, and teams to eliminate CX friction and execute a seamless omnichannel strategy. This playbook zeroes in on the highest-impact gaps in your customer...
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Identify and fix high-impact gaps in your omnichannel journey with a practical, scalable strategy.
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Build an actionable omnichannel execution plan using this strategy template
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