by Michelle Wicmandy | Jan 29, 2026 | Featured Articles
Contact centers have always been at the forefront of new tech. Their position in the customer experience universe is now being influenced by the defining transition point for AI. For the past two years, organizations have experimented with AI through...
by Sanjay Bhargava, Michelle Wicmandy | Dec 23, 2025 | Industry & Technical Publications
Refining is entering an era where competitiveness depends less on expansion and more on operational discipline, digital integration, and sustained performance improvement. As margins tighten and decarbonization pressures increase, refiners are being challenged to...
by Michelle Wicmandy | Dec 20, 2025 | Featured Articles
For decades, customer service was treated as a cost to be minimized — a department that existed to fix problems rather than fuel progress. But in today’s connected economy, every customer interaction carries insight. Each question, complaint or compliment adds energy...
by Michelle Wicmandy | Dec 12, 2025 | Featured Articles
Every December, dashboards stack up like holiday books — full of margin swings, supply clues, customer behavior and churn signals— waiting to be opened. The data existed and now it can speak back. Teams no longer scan dashboards at year-end. They ask new questions:...
by Michelle Wicmandy | Sep 11, 2025 | Featured Articles
For more than a decade, cheap capital shaped how companies pursued growth. In the ZIRP years, an era when central banks set interest rates near-zero, many companies poured budget into acquisition because speed was rewarded over efficiency. But the flood has ended....
