Blog & Insights for CX Leaders
Expert-backed insights and resources on everything you need to manage and grow your business, customer experience stack, and strategy.
Charlie Mitchell
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Apr 21, 2026
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4 min read
The Rise of Embedded Contact Centers
Customer service leaders rarely spearhead contact center buying decisions anymore. 2025 Metric Sherpa data reinforces this point, indicating that the contact center leads just 16.6% of AI purchasing decisions that...
Latest blog
Charlie Mitchell
·
Apr 20, 2026
·
28 min read
10 Contact Center Workforce Management Software Providers & Their Differentiators in 2026
Katherine Stone
·
Apr 16, 2026
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7 min read
The Ultimate Guide To AI Interoperability
Charlie Mitchell
·
Apr 15, 2026
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13 min read
Contact Center Forecasting Models, Tools, and Best Practices for 2026
Charlie Mitchell
·
Apr 13, 2026
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5 min read
Contact Center Agents Still Use an Average of Nine Applications to Do Their Jobs
Charlie Mitchell
·
Apr 08, 2026
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11 min read
Gartner Peer Insights Voice of the Customer for CCaaS 2026: Top Takeaways
Charlie Mitchell
·
Apr 02, 2026
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26 min read
10 CPaaS Providers & Their Differentiators in 2026
Charlie Mitchell
·
Mar 30, 2026
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18 min read
20 Contact Center Automation Trends for 2026
Charlie Mitchell
·
Mar 20, 2026
·
12 min read
10 CRM Trends to Watch Out for in 2026
Katherine Stone
·
Mar 18, 2026
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10 min read