Actionary

Zoomtopia 2025 provided an endless parade of new capabilities creating quite the buzz in the industry. However, features aren’t the real story. Zoom is poised for unstoppable and disruptive momentum. https://lnkd.in/ef-WRq4q

It’s that time again, Gartner’s CCaaS Magic Quadrant drops and the usual ritual follows. Leaders celebrate their spot, others dismiss it as flawed, and many debate whether anything has really changed. Love it or hate it, the note matters. But here’s the real takeaway: beyond vendor placement, the graphic signals something bigger, the CCaaS category itself is running out of road, and buyers need to ask why. #CCaaS #GartnerCCaaSMQ #2025CCaaSMQ https://lnkd.in/eAp9_PhG

CommunityWFM’s Acquisition was Inevitable: CommunityWFM’s acquisition reflects WEM’s decline into checkbox features within CCaaS and CRM platforms rather than true sources of value. Buyers must demand vendor investment in integration and workflow that meets the original WEM design ambitions. #WEM #QM #WFM https://lnkd.in/eSeAu9Fs

From the creator of WEM, our very own Jim Davies provides commentary on the Verint and Calabrio merger. Verint Calabrio, Inc. #WEM https://lnkd.in/ekqCzSVB

Artificial Intelligence (AI) is revolutionizing customer service, but it's also reshaping agent roles. The automation of routine tasks leaves humans to handle more complex, emotionally charged interactions, causing burnout and attrition. Please join industry analysts and founders of Actionary, Jim Davies and Simon Harrison, along with Josh Wilkins, Solutions Consultant at Intradiem as they challenge the prevailing mindset that high turnover is just a cost of doing business. In addition, they'll provide guidance on agent well-being tips and tricks that reduce attrition and strengthen the foundation for successful AI-driven initiatives. #wellbeing #employeeexperience #customerexperience https://lnkd.in/eUkg2eZq

New research: When companies struggle to realize growth ambitions or revenues plateau, the natural ambition is to revisit Marketing and Sales practices to find out what’s wrong. The reality is that when a company decides to dig a little deeper, they often find there’s a deep-rooted strategy problem. There are good reasons for this — markets change shape, competitive products evolve, and founders realize that the original reason for existing isn’t as relevant anymore. In this research we dive into what’s likely to be happening and why, then provide some solutions on how to move forward.

New Post: Zendesk recently hosted its exclusive AI Summit in New York City, an apply-to-attend event showcasing its latest in AI-powered customer service technology. The restricted list of attendees provided a valuable mix of existing and potentially new Zendesk customers to talk to. Some big hitters took the stage. Here’s our top takeaways from the event. #AI #CX #AIWorkflow

New Research: Google, OpenAI and others have stated that they will imminently release bots that have agency — acting on behalf of humans to book flights, manage subscriptions, and gather information. Unlike humans, AI can juggle many interactions at the same time without fatigue, leading to a huge surge in automated queries for businesses. These bots will have a multitude of webchats and calls with brands simultaneously without any concern for the length of engagements. Impacts on revenue and customer service will be significant for businesses that are not prepared.  #CustomerExperience #BotsWithAgency