Don’t Let Tariffs Sabotage Customer Service

As companies face difficult decision about fluctuating costs, it will be crucial to be transparent with customers.

Should Machines Be Quality-Scoring Machines?

If AI is charged with evaluating AI, the process needs to look different.

Advertising Needs a Better Proofreader

Companies might be trying to seem relatable and authentic, but they risk looking unprofessional and sloppy.

Why AI Agents Are Booming and the Real Challenges Behind the Hype

The possibilities are exciting, but the path to a successful AI rollout isn't all smooth sailing.

CX Leaders: How to Thrive Through Volatility

Executives might need to dust off (and adapt) their playbooks from the pandemic.

5 CRM Questions Every Salesperson Should Ask

Get the most out of your CRM and AI resources.

With CX, There’s a Disconnect Between Expectations and Reality. AI Can Help

The technology offers a way forward, but not without detailed planning.

In Memory of an Apostrophe: Is the Customer’s Experience Gone Forever?

It's time to remember who actually owns the experiences customers have with you.

Exponential Efficiency in the Age of AI

Harness the power of AI in every aspect of the enterprise.

Smart Glasses and the Future of CRM

Sci-fi shopping experiences are right around the corner.

CCaaS: What to Assess Before You Invest

Contact center-as-a-service is a highly competitive market with 200-plus global vendors aggressively vying for business.

Do We Still Need DEI in Customer Service?

DEI has become a hot-button issue, but diverse workforces remain a source of strength.

AI and Sales Management

Sales 2.0 sales teams need Sales 2.0 managers.

What Does Internal CRM Evolution Look Like?

Pitfalls and best practices on your CRM implementation journey.

Who Are the Agents of Tomorrow?

In an automated contact center, humans will have a role to play. Time to figure out what that is.

Don’t Let Fear Deter CX Investments in 2025

It is indeed possible to reduce operational complexity and overhead without compromising CX quality (thanks, AI).

A Backstage Pass to Technology Evaluations

New year, new…set of enterprise initiatives.

Transforming Contact Centers with AI: Lessons Learned and Key Takeaways

Here's some guidance on your AI journey.

AI's Dual Role in Transforming Knowledge Management

KM solutions both harness and are empowered by artificial intelligence,

CX Differentiation Will Be Easier Than Ever In 2025

The low-hanging fruit of easy CX wins has been picked, but 2025 offers a silver lining for bold CX leaders.