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Employee Advocacy Programs Grow in Number, Influence

Companies are realizing that content shared by employees generates significantly higher engagement and reach than traditional corporate channels.

Phillip Britt // 01 Oct 2026
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Essent Cuts Contact Center Costs in Half with Genesys Cloud

Cloud migration leads to zero critical incidents while transforming agent satisfaction

01 Oct 2026

Flexential Tripled Its Reach with ON24

The IT services firm revitalized its dormant webinar program into a full-funnel marketing channel

01 Oct 2026

Calabrio One Makes Banking with Columbia Easy

Added technology suite helps bank streamline customer service options.

Phillip Britt // 04 Sep 2026

Max Factory Scales Active Customer Base by 100% With Vonage

Vonage messaging solutions help Italian retailer enhance customer engagement across WhatsApp, RCS, and SMS, doubling its active user base within one year

25 Aug 2026
CRM Columns
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Hard Service Problems, Better AI Economics

Expanding AI capabilities might make ROI easier to calculate

Ian Jacobs // 05 Oct 2026

Can We Tone Down the AI Doomerism?

AI is ubiquitous, and many of the applications that use it now would cease to function properly if we were to pull back on AI.

Leonard Klie // 05 Oct 2026

AI Makes WFM More Essential

Workforce management has become the operational intelligence layer for managing hybrid human/AI workforces.

Donna Fluss // 01 Oct 2026

What Is Your CRM Doing for Your Team Members?

CRM should improve the employee experience on many levels

Danny Estrada // 01 Oct 2026
CRM Insight
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Reports & Research

Forrester Report: AI Agents Reshape The Customer Service Workforce In Dramatic Ways

NiCE

30 Sep 2026

MIT Scaling Agentic AI Pilots On Demand Webinar

NiCE

30 Sep 2026

Top 10 AI Customer Stories

NiCE

30 Sep 2026

Opus Report: The Orchestration Advantage

NiCE

28 Sep 2026