At the end of October Gartner released its Magic Quadrant for Contact Centre as a Service (CCaaS). The Gartner Magic Quadrant provides a comprehensive evaluation of CCaaS providers, helping businesses make informed decisions. This annual report assesses vendors based on their ability to execute and their completeness of vision. Key Factors Considered by Gartner Gartner ...

Brand loyalty is becoming increasingly elusive, according to recent research from Medallia. 71% of consumers have some level brand loyalty while only a small fraction would be very loyal to a brand. The quest for personalisation continues, yet it remains a challenging proposition for companies to execute well. Brand loyalty is becoming increasingly elusive, making ...