Topic / Theme: Digital Transformation

The Rise of the Hybrid & Multi-Cloud Contact Center: Building Resilience Beyond Single-Cloud Dependency

In October 2025, thousands of contact centers faced a real nightmare head-on. Phones rang, dashboards froze, chatbots blinked out, all because somewhere, deep inside a hyperscaler’s data center, a DNS misfire took the world down with it. The October 2025...

Beyond the Funnel: Why an AI CRM Might Be Your Most Important System in 2026

Remember when a CRM was basically a fancy spreadsheet? That era’s over. The sharpest teams today aren’t just logging customer data; they’re reading it, predicting it, and acting on it. Welcome to the age of the AI CRM, where information...

The Price of Doing Business or £32 Billion in Frankenstack Waste? Freshworks Investigates The Cost of Complexity

As a business software user, glued to a laptop, there’s always a sneaking suspicion that software vendors, especially in the SaaS era, endlessly push new services and concepts. Features that many companies and their workers don’t need, creating complexity. That’s often...

Topps Tiles Transforms Store Execution for A Better Employee and Customer Experience

Topps Tiles, a UK’s tile retail specialist, has completed the rollout of Cegid Retail Store’s Excellence, a task management and retail operations platform to improve how workers execute in-store merchandising, to improve the customers’ in-store experience. Stretching across its 297 stores...

How EXP KSA is Redefining the Experience Movement in the Middle East

Featuring insights from Mohamed Debouk, CEO of New Metrics Saudi Arabia has entered a defining phase in its transformation journey. One where experience has become central to how organizations deliver value, earn trust, and drive growth. That transformation took center stage at EXP KSA,...

Digital Customer Journey Mapping: Create, Analyze & Optimize the End-to-End Experience

Customer journeys don’t follow the rules anymore. They zig. They loop. Sometimes they disappear altogether. Someone might spot your brand on Instagram, check prices on their phone, read reviews over coffee, then finally buy from a laptop two days later....

Qualtrics’ CEO Steps Down After Mega-Merger, Big Questions Ahead

After nine years at the helm, Qualtrics’ CEO Zig Serafin is taking a step back from the role, shuffling over to a vice chairman and advisory capacity. Announcing the move to staff and then on LinkedIn, he notes “The hardest part...

Dreamforce 2025 Delivers Agentforce 360 and New Slack

Salesforce’s Dreamforce event is live in San Francisco this week with a raft of new product announcements as it delivers the agentic enterprise with Agentforce 360. The primary changes for Agentforce 360, the fourth major version of the product, deliver support...

Opticon25 Highlights Marketing Experimentation and Bandits

London’s Barbican Hall played host to Optimizely’s Opticon25 gathering this week, celebrating two years of Opal AI momentum and growing adoption of the company’s content marketing platform. The event saw partners, customers and prospects checking out the latest ecosystem updates,...

AI Blind Spots: 85% of Enterprises Fear They Have Just 18 Months to Catch Up

Enterprises are racing headfirst into artificial intelligence. By the end of 2025, AI investments are expected to hit $644 billion, yet the business case for these massive bets remains shaky. According to the Larridin 2025 State of Enterprise AI Report,...