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A step-by-step blueprint outlining market trends, core and differentiating capabilities, stakeholder roles, and a phased approach to requirements definition, vendor...
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This note examines whether “SaaSpocalypse” claims are valid, based on full-year results from 24 public companies that have significant customer experience (CX) SaaS offerings.
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Workday has spent eighteen months acquiring the pieces – Sana Labs, Pipedream, Flowise – and the March 2026 global launch is where they converge. The result is an AI layer...
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Every ERP vendor is now promising AI. The real question for a CIO is not whether the ERP has AI features, because they all do, but whether those features lock you into that...
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At ZohoDay26, Info-Tech’s John Annand sat down with Ramprakash “Ram” Ramamoorthy (Director of AI Research at Zoho). Over a wide-ranging conversation, John and Ram discussed...
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NiCE is positioning its CXone Mpower as a platform intended to help contact centers shift from cost centers into growth engines by using customer interaction data as...
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Salesforce is working toward a future where humans, systems, and agents are positioned together to get work done. Within this framework, Salesforce is adding flow-native...
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The Metrics Benchmarking Reference Guide is a convenient resource for comparing your company's performance to that of other high-growth companies.
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The Metrics and Operations Improvement Plan Presentation Template helps you present the results of the metrics benchmarking analysis and create improvement plans for each...
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Tech startup CEOs should use metrics to guide decisions on operational improvements. However, many CEO entrepreneurs who come from other disciplines may not have settled on...
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