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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Aug 07, 2026
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12 min read
Salesforce Open CTI End of Life: What Are My Options?
"The room would go completely silent."That's how Kyle Finke, Contact Center Solutions Practice Lead at Kenway Consulting, described telling clients that Salesforce is retiring Open CTI. For many, it was...
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Charlie Mitchell
·
Aug 03, 2026
·
8 min read
Forrester Wave for Conversational AI Platforms, Employee Service 2026: Top Takeaways
Charlie Mitchell
·
Jul 27, 2026
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11 min read
The Genesys Engage End-of-Life: What Comes Next?
Charlie Mitchell
·
Jul 23, 2026
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8 min read
Gartner Magic Quadrant for Customer Service Knowledge Management Systems 2026: Top Takeaways
Charlie Mitchell
·
Jul 22, 2026
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33 min read
11 Enterprise Communications Solutions & Their Differentiators in 2026
Charlie Mitchell
·
Jul 14, 2026
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8 min read
Gartner Magic Quadrant for Conversational AI Platforms 2026: Top Takeaways
Charlie Mitchell
·
Jul 09, 2026
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17 min read
Supporting Vulnerable Customers in 2026: Types of Vulnerability, Frameworks, & Best Practices
Katherine Stone
·
Jul 08, 2026
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9 min read
Verint Engage 2026: Agent Factory, Workforce Intelligence, and the Calabrio Merger
Charlie Mitchell
·
Jul 06, 2026
·
9 min read
