Whether 2023 will usher in a mild recession or just an economic downturn, no one knows. What’s undeniable is whispers from that devil on your shoulder, “What about headcount?” are getting louder by the day. Workforce reductions are tempting in the face of economic headwinds but technology and customer experience experts urge contact center leaders to take the long view, and resist. Technology investments will be more tempered in 2023...

It was clear to anyone who walked into the Javits Center in New York City earlier this month for the National Retail Federation (NRF) Big Show: Trade shows are back. With tens of thousands in attendance, people were ready to mingle, talk strategy, showcase their products, and sample the latest cutting-edge technology. Here are just a few highlights from the four-day event. Celebrating a visionary Lowe’s Chairman and CEO Marvin Ellison received the...