Customer self-service is better today, but it takes effort to use it successfully.
Phillip Britt //
01 Oct 2025
Tools emerge to ensure incoming contact center agents have the right attributes.
Phillip Britt //
01 Oct 2025
Our 24th annual awards recognize the vendors and innovators that shone the brightest in the past year.
the Editors //
02 Sep 2025
Our top five picks in 11 categories point the way forward with the best products and capabilities hitting the market in customer service, marketing, and sales.
the Editors //
02 Sep 2025
Stakeholders want to know if they're getting the most out of marketing spend. That's why more teams now say revenue is their main KPI.
Matt Hummel //
29 Sep 2025
The question is not which approach is inherently superior, but rather which approach is better for your particular business, use case, and customer base.
Maik Hummel //
11 Sep 2025
To meet rising customer expectations, CRM systems need to play larger roles beyond just tracking sales or contacts, instead serving as intelligent, end-to-end, AI-driven engagement platforms.
Michael Ramsey //
08 Sep 2025
Because the increasing digitization of retail makes it a prime target for bad actors, retailers must protect their extensive customer data and avoid costly disruptions and breaches.
Greg Neville //
02 Sep 2025
Content needs its own supply chain.
Liz Miller //
23 Sep 2025
Highly effective tiny teams will be nimbler than the legacy behemoths.
R "Ray" Wang //
02 Oct 2025
There are simple fixes that are surprisingly effective.
Ian Jacobs //
12 Sep 2025
These two tools are better together.
Danny Estrada //
12 Aug 2025