CRM in Customer Service, Call Centers, and Contact Centers

Friction Mapping Moves to CRM to Spot Customer Pain Points

Customer journey technology evolves to home in on customer service breakdowns.

Phillip Britt // 06 Jul 2026

Why Your Primary Focus Should Be on Customer Retention

The shift away from new customer acquisition is finally taking hold.

Linda Pophal // 06 Jul 2026

Location Becomes Less Important in Outsourcing Decisions

Despite a push to repatriate contact center jobs, companies are placing other considerations above country.

Phillip Britt // 01 Jun 2026

Tips for Protecting Against Retail Cyberattacks

Keeping retail data networks safe is an all-hands-on-deck endeavor.

Phillip Britt // 01 Jun 2026

The Pope Got Hung Up On. Your AI Stack Could Be Why.

The accountability gap the Pope describes is an AI architectural failure that will define the next phase of customer service AI.

Vasili Triant // 11 Aug 2026

The Customer Expectation Reset: How Generative AI Is Rewriting the Digital Experience Playbook

Generative AI hasn't just introduced new capabilities, it has fundamentally reset user expectations. The gap between expectation and reality is forcing a rethink of content infrastructure from the ground up.

Sara Faatz // 10 Aug 2026

The Real ROI of Agentic CX

Here's what should work beyond the hype.

Muthuselvan Renganathan // 04 Aug 2026

AI in CRM: Where Security Risks Are Hiding

As AI agents gain autonomy inside CRM platforms, cybercriminals are exploiting hidden security risks to turn trusted CX automation into a silent gateway for customer data theft.

Beverly Nevalga // 28 Jul 2026