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7 video marketing challenges and how to overcome them

Video marketing can require special equipment and know-how. Yet, smartphones, AI and social media have made it more accessible to the average marketer.

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AWS adds to Amazon Q in Connect, AI IVR, chat credit card

AWS drops a big re:Invent update for Amazon Connect, including basic marketing functionality from the contact center side of CX.

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Salesforce CIO: How agents change internal workflows

In this Q&A, Salesforce CIO and Executive Vice President Juan Perez discusses the company's internal Agentforce rollout, among other topics.

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12 top contact center platforms of 2025

Which came first: the evolution of the contact center or the evolution of its supporting software? It's the old chicken-and-egg debate. Either way, AI is the catalyst.

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Customer Experience Basics

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    What is a chief experience officer (CXO)?

    A chief experience officer (CXO) is an executive in the C-suite who ensures positive interactions with an organization's customers.

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    What is contact center infrastructure?

    A contact center infrastructure (CCI) is a framework composed of the physical and virtual resources that a contact or call center facility needs to operate effectively.

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    What is speech recognition?

    Speech recognition, or speech-to-text, is the ability of a machine or program to identify words spoken aloud and convert them into readable text.

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