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Customer Service/Call Centers/Contact Centers

Customer Relationship Management (CRM) helps organizations deliver exceptional customer service and support. Good CRM tools and strategies enable call centers, contact centers, and customer support teams to be their most effective and ensure that all customer inquiries end with the best possible customer experience. Explore our latest news, analysis, and advice for customer service professionals at all levels.

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Ready or Not, Digital Doubles Are Here

Can your CRM handle agent-to-agent commerce?

Linda Pophal // 01 Dec 2025

White-Glove-for-All Is the Future of Customer Care

Providing a premium, highly personalized level of care to every customer is the new norm.

Phillip Britt // 01 Dec 2025

Serving Customers Well Requires Agents to Be Well

Solutions now exist for monitoring agent mental and physical health.

Phillip Britt // 01 Dec 2025

Customer Success Platforms Enable Hyper-Personalization

New marketing tech provides a pathway to better one-to-one outreach.

Linda Pophal // 01 Oct 2025
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In a World of Autonomous Agents, How Do Brands Stay Sticky?

Brands that combine emotionally resonant awareness tactics with rich machine-readable data will be the ones that stick.

Tristan Barnum // 16 Jan 2026

AI in the Contact Center: Transforming Value Creation

AI automation has already shown its value for standardized, high-volume processes. Now, genAI and agentic AI can deliver humanlike service in less standardized interactions.

Bright Hung, Carlos Alzate // 12 Jan 2026

What the Best-Performing CX Teams Did Differently in 2025

Leading teams in 2025 didn't chase quick wins; they invested in human-centric design, clean data, and iterative innovation to deliver measurable outcomes.

Marie-Louise Gaughan // 02 Jan 2026

From Back End to Brand Impact: Why Software Engineers Belong in CX Strategy Rooms

At the end of the day, the customer experience is about how well a product works. Engineers shape those impressions daily.

Sumit Sinha // 19 Dec 2025
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Government Service Highs and Lows

Citizens rate the complaint-handling experience 19 points higher in 2025 than they did in 2021. AI is making a difference.

Leonard Klie // 09 Dec 2025

Conversation Analytics: A Necessity for AI-Enabled Customer Service

These solutions are a foundational component for contact centers of the future.

Donna Fluss // 05 Nov 2025

You Can’t Scale Complicated

Good leadership communication is crucial for efficiency.

Garrison Wynn // 17 Nov 2025

If the Fast Lane Is Self-Service Bots, Then the Slow Lane Is Stewardship

Will customer support in which human agents take ownership of issues become a luxury good?

Ian Jacobs // 29 Oct 2025
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