DATAMARK Recognized as a Major Contender by Everest Group

Customer service is changing fast. Many organizations are adopting AI-driven tools to handle higher volumes, reduce wait times, and support agents with faster access to information. These tools can improve speed, but they also introduce ethical risks that customer experience leaders can no longer treat as secondary. Gartner reported that 64 percent of customers would…

While emotional AI has transformed call centers, it has yet to be fully utilized. Supervisors can’t monitor every call or interaction happening across the floor. What’s more, traditional QA captures only a small portion of customer conversations, leaving significant gaps in understanding agent performance and customer sentiment. How can organizations provide more support to supervisors…

Customer experience leaders are entering 2026 with a different set of pressures than they had even two years ago. Customers have less patience for friction, executives want measurable business impact, and artificial intelligence is moving from experimentation to day-to-day operations. At the same time, outsourcing is changing shape. The market is no longer only about…