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Charlie Mitchell
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Charlie Mitchell

Director of Content & Market Research

Charlie is a prominent industry voice an award-winning journalist specializing in technology, customer experience, and contact centers.

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Charlie Mitchell

Latest posts

Zoom Is Building a Revenue OS, Ushering a “New Era of Revenue Intelligence”

Sep 15, 2026

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5 min read

Zoom Is Building a Revenue OS, Ushering a “New Era of Revenue Intelligence”

Read more about: Zoom Is Building a Revenue OS, Ushering a “New Era of Revenue Intelligence”Read More
Read more about: Zoom Is Building a Revenue OS, Ushering a “New Era of Revenue Intelligence”
Dreamforce 2026: The Top Announcements, Inc. AIforce, Koa, & New Partnerships

Sep 15, 2026

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12 min read

Dreamforce 2026: The Top Announcements, Inc. AIforce, Koa, & New Partnerships

Read more about: Dreamforce 2026: The Top Announcements, Inc. AIforce, Koa, & New PartnershipsRead More
Read more about: Dreamforce 2026: The Top Announcements, Inc. AIforce, Koa, & New Partnerships
ISG Contact Centers Buyers Guide 2026: Top Takeaways

Sep 14, 2026

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9 min read

ISG Contact Centers Buyers Guide 2026: Top Takeaways

Read more about: ISG Contact Centers Buyers Guide 2026: Top TakeawaysRead More
Read more about: ISG Contact Centers Buyers Guide 2026: Top Takeaways
Genesys and ServiceNow Push Partnership Further Into Multi-Agent Orchestration

Sep 10, 2026

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5 min read

Genesys and ServiceNow Push Partnership Further Into Multi-Agent Orchestration

Read more about: Genesys and ServiceNow Push Partnership Further Into Multi-Agent OrchestrationRead More
Read more about: Genesys and ServiceNow Push Partnership Further Into Multi-Agent Orchestration
Zendesk Announces Real-Time Voice Translation for Live Contact Center Agents

Sep 10, 2026

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4 min read

Zendesk Announces Real-Time Voice Translation for Live Contact Center Agents

Read more about: Zendesk Announces Real-Time Voice Translation for Live Contact Center AgentsRead More
Read more about: Zendesk Announces Real-Time Voice Translation for Live Contact Center Agents
Fish Audio: TTS Market Analysis & Positioning

Sep 08, 2026

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2 min read

Fish Audio: TTS Market Analysis & Positioning

Read more about: Fish Audio: TTS Market Analysis & PositioningRead More
Read more about: Fish Audio: TTS Market Analysis & Positioning
Genesys Xperience 2026: New AI Orchestration Innovations, Agentic Virtual Agent Updates, & Partnerships

Sep 02, 2026

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7 min read

Genesys Xperience 2026: New AI Orchestration Innovations, Agentic Virtual Agent Updates, & Partnerships

Read more about: Genesys Xperience 2026: New AI Orchestration Innovations, Agentic Virtual Agent Updates, & PartnershipsRead More
Read more about: Genesys Xperience 2026: New AI Orchestration Innovations, Agentic Virtual Agent Updates, & Partnerships
IDC MarketScape for Worldwide Agentic CCaaS Platforms 2026: Top Takeaways

Sep 01, 2026

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9 min read

IDC MarketScape for Worldwide Agentic CCaaS Platforms 2026: Top Takeaways

Read more about: IDC MarketScape for Worldwide Agentic CCaaS Platforms 2026: Top TakeawaysRead More
Read more about: IDC MarketScape for Worldwide Agentic CCaaS Platforms 2026: Top Takeaways
Zoom Reports 250% Surge in Virtual Agent Customers, Signals Changing CX Buying Behaviors

Aug 31, 2026

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6 min read

Zoom Reports 250% Surge in Virtual Agent Customers, Signals Changing CX Buying Behaviors

Read more about: Zoom Reports 250% Surge in Virtual Agent Customers, Signals Changing CX Buying BehaviorsRead More
Read more about: Zoom Reports 250% Surge in Virtual Agent Customers, Signals Changing CX Buying Behaviors
Crescendo Launches a “Self-Improving” CX Platform for AI Agents, CCaaS, WEM, and Knowledge Management

Aug 25, 2026

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7 min read

Crescendo Launches a “Self-Improving” CX Platform for AI Agents, CCaaS, WEM, and Knowledge Management

Read more about: Crescendo Launches a “Self-Improving” CX Platform for AI Agents, CCaaS, WEM, and Knowledge ManagementRead More
Read more about: Crescendo Launches a “Self-Improving” CX Platform for AI Agents, CCaaS, WEM, and Knowledge Management
Outcome-Based Pricing Models: Examples, Benefits, Challenges, & Negotiation Advice

Aug 21, 2026

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9 min read

Outcome-Based Pricing Models: Examples, Benefits, Challenges, & Negotiation Advice

Read more about: Outcome-Based Pricing Models: Examples, Benefits, Challenges, & Negotiation AdviceRead More
Read more about: Outcome-Based Pricing Models: Examples, Benefits, Challenges, & Negotiation Advice
APAC Frost Radar for Customer Experience Management Services 2026: Top Takeaways

Aug 18, 2026

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8 min read

APAC Frost Radar for Customer Experience Management Services 2026: Top Takeaways

Read more about: APAC Frost Radar for Customer Experience Management Services 2026: Top TakeawaysRead More
Read more about: APAC Frost Radar for Customer Experience Management Services 2026: Top Takeaways