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.

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.

Smart Glasses and the Future of CRM

Sci-fi shopping experiences are right around the corner.

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.

What Does Internal CRM Evolution Look Like?

Pitfalls and best practices on your CRM implementation journey.

AI and Sales Management

Sales 2.0 sales teams need Sales 2.0 managers.

AI's Dual Role in Transforming Knowledge Management

KM solutions both harness and are empowered by artificial intelligence,

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.

Some (Near) Year-End Customer Service Reflections

'Tis the season to not leave money on the table.

AI’s Powerful Impact on CRM

AI is already revolutionizing sales, marketing, and customer service.

The CCaaS Market Sees Growing Pains and Changing Dynamics

Many waves of opportunity are ahead for CCaaS providers.

Optimizing CRM Adoption

Here's how to turn more of your CRM users into power users.

How to Map Success in the Growing CSO Role

Here are six areas on which to focus in the short and long term.

GenAI: Reaping the Benefits and Navigating the Challenges

The technology is well on its way to being a contact center fixture.

Companies Should Leave Politics to the Politicians

Companies run the risk of alienating customers and causing long-term damage to their brand reputation or sales.