Secure Your Agentic AI Implementations Now

Agentforce can save time by taking actions in your org but requires careful security considerations, including user-defined guardrails and toxicity detection to prevent costly errors.

The Agentic AI Design Paradigm: Reshaping How We Build Software

The shift to agentic AI design requires developers and organizations to rethink their approach to building digital experiences fundamentally.

The Tariffs Effect: 5 Steps to Turning Disruption into an Opportunity to Strengthen Customer Relationships

Forward-looking leaders should view this moment not as a threat but as a window for building stronger, more resilient customer connections.

Support Agents with AI on Customer Support Day

Companies should include intelligent solutions in their customer support offerings to help agents along. (Featured on SmartCustomerService.com.)

Why Customer-Centric Brands Are Looking Beyond Satisfaction Scores

In a landscape where consumers rarely give second chances, real-time behavioral intelligence is becoming the new foundation for exceptional customer experience.

Debunking Four of the Most Common Misconceptions About Contact Centers

AI won't replace human agents; more technology doesn't always mean better CX; customer don't only want digital channels, and the human element remains critical for customer satisfaction. (Featured on SmartCustomerService.com.)

5 Tips for Effective Contact Center Quality Assurance

Ensure consistent, high-quality service that strengthens customer loyalty and drives growth.

Combating Robocall Threats in Contact Centers

Here's how to fortify your outbound communications in the AI age.

The Top 5 Nearshore CX Outsourcing Destinations for 2025

Population-dense offshore locations might become less desirable.

Leading with Integrity: The Role of Compliance Self-Regulation for Lead Generation Contact Centers

Responsible, compliant-minded companies are proactively creating a healthy ecosystem for the consumer.

Rethinking Business Operations in the Age of AI

As AI reshapes industries, those who can navigate this transformation with agility and foresight will survive and thrive in the new era of intelligent organizations.

Why Managing Price Perception Is Crucial to Customer Satisfaction

Retailers must tackle the '4 p.m. price dissatisfaction surge.'

What We Desperately Need from Business Leaders in 2025

Instead of marketing trends, let's talk about what we need from leaders in 2025—not just strategies or tools but the qualities that truly matter

5G, the IoT, and AI Are Driving Telecom CRM, and Revolutionizing the Industry

Telecom companies, once focused solely on connectivity, now find that customer relationships are the critical frontier of competition.

How to Balance AI and Authenticity in ABM Marketing

Build a partnership with AI, one that deepens (not derails) the carefully orchestrated relationship with customers.

One of the Big Retail CX Trends of 2024? Staff Friendliness

Technology advancements and digital channels often dominate the conversation, but business leaders shouldn't overlook the power of human connection.

Driving Customer Loyalty: Three Guiding Principles That Work

We all love a working and profitable relationship with our customers. But what's your plan for when things get bumpy?

Crisis-Proof Your Brand: The CMO-Led Playbook for Protecting the Customer Experience

As more companies face the challenge of managing modern crises, it's clear chief marketing officers have a critical role to play.

AI Agents: What Businesses Should Know and How to Leverage Them

Start planning now to bear the fruits of productivity gains, cost savings, and enhanced capabilities.

AI Paired with the IoT Means Retail Goes Real Time

Pairing AI with data from IoT devices, underpinned with an event-enabled approach, is changing the way retailers do retail—from the shop floor, to understanding customer experiences, to optimizing stock levels in the warehouse.