I Own My Own Experiences

No one department should have exclusive responsibility for the customer experience.

How Does CRM Affect Private Equity Investment?

Investors need a window into the health of a business.

Boosting CX Worker Productivity in the AI Age

Agentic AI combined with customer-facing human agents will transform service.

Branded Calling Is a Welcome Addition, but It Can’t Stop There

Combatting fraud requires a multivector approach, a point on which even branded-calling providers can agree.

Moving Customer Awareness to Adoption in 2026

Messaging can have a big impact on customer outcomes.

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?

Conversation Analytics: A Necessity for AI-Enabled Customer Service

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

Quiet CX Upgrades You’re Skipping While Chasing AI Fireworks

There are simple fixes that are surprisingly effective.

AI ‘Exponentials’ Will Rule the World

Highly effective tiny teams will be nimbler than the legacy behemoths.

AI Alone Can’t Do It All

Humans still need to be in the loop. Plus: We fondly remember a visionary colleague.

Pickles, Profit, and a World Where Opportunity Can Be Manufactured

Content needs its own supply chain.

Will AI Replace Contact Center Agents?

The notion of using technology to shrink contact centers has come up repeatedly through the years.

How CRM Plus CX Platforms Are Shaping the Future of CX

These two tools are better together.

Voice AI Is Fueling Serious Investment Interest

VCs see exciting opportunities for the technology in the B2C and B2B sectors.

Meet the New (Customer) Bot, (Not) the Same as the Old Bot

Companies will need a way to verify that a bot is acting with consent.

Yes, AI Will Take Over Some B2B Sales Roles

Have AI support you, not replace you.

To Drive Growth, CSOs Must Harness Digitally Enabled Sales Strategies

Digital commerce is more than just a shopping cart.

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.