The Hidden Cost of Bad CRM Decisions: Why Most Midsize Businesses Regret Their Choice

Succeeding with a Multigenerational Contact Center Workforce

Leaders must embrace flexible, inclusive strategies that leverage generational strengths, prioritize well-being, and foster a shared sense of purpose.

Origin DNA: A Strategic Lens for Selecting Your Next CRM

CRM failures often stem from selecting platforms misaligned with core business needs, making it essential to understand a CRM's origin and foundational design before choosing.

From Chalkboards to Chatbots: Is AI the Future of Teacher Training?

As AI tools reshape teacher preparation, a growing number of educators are turning to virtual simulations and adaptive platforms to meet certification demands, especially in underserved areas.

Sales Reps Deserve a System of Action CRM

It's time for a CRM that drives itself.

Five Keys to Innovation

Innovative organizations make removing fear and barriers a priority. (Featured on SmartCustomerService.com.)

How GenAI Is Reimagining the Contact Center Experience

Generative AI is reshaping contact centers into experience hubs, combining human empathy and AI intelligence to create service that's faster, smarter, and more personal. (Featured on SmartCustomerService.com.)

Embedded CDPs Emerge in Marketing

The MarTech world is moving quickly toward the concept of embedding customer data platform (CDP) capabilities within broader customer engagement and experience solutions.

Is ‘I Thought YOU Were Handling That!’ Costing Your Team?

These moments waste your team's time, damage customer relationships, and slowly erode the trust that keeps your organization functioning.

GenAI-First Agentic Ecosystems Are Driving a Composable Commerce Transformation

An ecosystem built from modular and interchangeable components can work seamlessly across key retail functions

How to Avoid the Customer Experience Cliff

When automation displaces so many human roles, CX quality takes a nosedive. The key is to define clear, human-centric strategies for implementing AI.

Static Documents Lead to Unnecessary Risk—Here’s How Automation Can Help

Automation can solve these challenges by ensuring real-time data accuracy, improving security, and reducing operational friction.

How to Navigate CRM Implementation Risks

By identifying these risks early in the process, you can mitigate their impact.

How to Get the Whole Marketing Team to Embrace AI

Marketing teams that treat AI as a shared resource, not a siloed tool, will win.

The Psychology of Summer Marketing: Why Customers Buy Differently When the Sun Is Out

Summer triggers one-of-a-kind psychological and behavioral shifts that can directly impact how—and why—consumers make their purchases.

How Agentic AI Creates More Space for Human Connection in Sales

Curiosity, empathy, and active listening have always been at the heart of great customer experiences. Now, they matter more than ever.

The Future of Hospitality: Bridging Physical Touchpoints With CRM Systems

Integrating kiosks with CRM infrastructure is not simply a tech upgrade—it's a strategic investment in guest engagement, operational efficiency, and competitive differentiation. 

Can Real-Time AI Make Your Contact Center More Compliant or More Vulnerable?

Live AI tools offer significant compliance advantages—if your oversight can keep up.

Want to Unlock the True Value of Your Data? Try Applying Marie Kondo-Inspired Principles

Marie Kondo's philosophy shows us that "sparking joy" goes beyond physical objects and can revolutionize how organizations manage data.

Why the New Age of Conversational and Agentic AI Will Make Customer Service Smarter

Contact centers will be defined not by what AI can do but by how thoughtfully it is deployed within the business. (Featured on SmartCustomerService,com.)