Latest Articles by Rich Hein

Leveraging Analytics to Transform Customer Support

From Analytics to Action: How Contact Centers Are Getting Smarter

AI's Transformative Role in Customer Support and Service

Microsoft's Raj Krishnan on AI-Driven Customer Support

Apple's 'Walled Garden' Under Fire: DOJ and States Challenge Anti-Competitive Practices

Essential Conferences for Contact Center Strategists

The Future of Customer Interactions: Harnessing RPA and IPA

'Active Listening': The Controversial New Ad Targeting Tactic

Data, Predictions and Participation: Navigating the Nuances of Next-Gen CX in 2024

Biden's AI Executive Order: Balancing the Potential and the Pitfalls

Energy Hungry AI: Is It Sustainable?

Alexa Gets Smarter: But What Does It Mean for Your Privacy?

Claude Pro Unveiled: Anthropic's Answer to Advanced AI Demands

The Growing Role of the Chief Design Officer in Modern Business

Tech Transcends: AI Fuses With Brain Cells

Driving Innovation: Tesla's Move Toward Third-Party App Integration

How Is AI Impacting Organic Search?

AI, Privacy & the Law: Unpacking the US Legal Framework

The Open Source Revolution: Challenging AI Giants Google and OpenAI

Will AI Chatbots Make Coders Obsolete?

The Salesforce Data Fiasco: Some Public Sites Exposing Sensitive Information

The Slow Death of Twitter and the Birth of X Corp

A New Era of AI Transformation in the CRM Industry Arrives

Silicon Valley Bank Collapse: Unraveling the Impact on CX and Startup Ecosystem

Microsoft Cuts AI Ethics and Society Team as Part of Layoffs

How Will Generative AI Change Search?

Content for Every Stage: Maximizing Engagement in the Modern Customer Journey