Customer journey technology evolves to home in on customer service breakdowns.
Phillip Britt //
06 Jul 2026
Content is still king, but only when it meets the right customer at the right time and place.
Phillip Britt //
06 Jul 2026
The shift away from new customer acquisition is finally taking hold.
Linda Pophal //
06 Jul 2026
Artificial intelligence is eliminating the busy work that previous sales force automation couldn't handle.
Linda Pophal //
01 Jun 2026
Turn offer eligibility from a one-time conversion step into verified, permissioned customer intelligence that supports personalization, loyalty, and long-term growth.
Rebecca Grimes //
25 Aug 2026
Complexity can come in all shapes and sizes, Here's a guide to the many pitfalls AI agents can face.
Juan Jaysingh //
18 Aug 2026
The accountability gap the Pope describes is an AI architectural failure that will define the next phase of customer service AI.
Vasili Triant //
11 Aug 2026
Generative AI hasn't just introduced new capabilities, it has fundamentally reset user expectations. The gap between expectation and reality is forcing a rethink of content infrastructure from the ground up.
Sara Faatz //
10 Aug 2026
An app turns volunteers into contact center-like agents for sight-impaired users.
Nancy Jamison //
07 Aug 2026
Build AI-powered CX systems that turn signals into consistent action.
Senem Guler Biyikli //
03 Aug 2026
Map out your processes and journeys now.
R "Ray" Wang //
07 Jul 2026
Back-office groups have not kept pace with improvements and innovation.
Donna Fluss //
02 Jul 2026