Insights

Read the latest blogs, case studies, and news stories from Kenway Consulting.

Best Practices for Salesforce Marketing Cloud Documentation and Deployment

A Guide to Chatbots and Conversational AI Solutions

How AI Is Transforming Product Development in 2026

Responsible AI in the Contact Center: Build for Trust Before You Build the Bot

Call Routing Architecture Redesign: Streamlining IVR Routing for a Fortune 50 Telecom

CCaaS Migration: Retiring a Legacy IVR and Improving the Customer Experience

AI-Driven Contact Strategies That Turn Supply Chain Delays into Differentiators

Why Higher Education Digital Transformation Projects Stall — And How Universities Can Regain Alignment

The Salesforce Security Blueprint: How to Protect Your Organization from Modern Threats

IVR Metrics and Executive Dashboards: How to Measure IVR and IVA Performance

Contact Center Analytics and Reporting: A Guide to Better Decisions, Dashboards, and Data Strategy

Salesforce Open CTI Is Retiring: What It Means for Your Contact Center and How to Plan Your Migration

Insights That Work as Hard as You Do

From process improvements to strategic transformation, get curated thought leadership that keeps you informed and ahead of the curve.

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