July/August 2026

Magazine Features

Friction Mapping Moves to CRM to Spot Customer Pain Points

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

Dynamic Content Delivery Fuels the Ultimate Hyper-Personalization

Content is still king, but only when it meets the right customer at the right time and place.

Why Your Primary Focus Should Be on Customer Retention

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

Scouting Report

Closing the CX Divide: How Agentic AI Unifies the Front and Back Office

Back-office groups have not kept pace with improvements and innovation.

The Last Line

The Contact Center Attrition Test

Here's a metric that should be getting more attention.

Customer Experience

7 Agentic AI Lessons We've Learned

Map out your processes and journeys now.

Insight

AI Agents to Automate Half of Customer Service Jobs by 2030

AI is already handling most customer inquiries, and automation will continue to accelerate, Forrester predicts.

AI Saves Sellers 5 Hours Per Week

But sales organizations are failing to reinvest AI efficiency savings, Gartner finds. Plus: Consumers want AI shopping help, not purchase decisions.

AI-Enabled Sellers 2.6 Times More Likely to Achieve Growth

AI can drive sales growth when leaders redesign seller workflows around it, Gartner finds.

Required Reading: Brand Positioning Can’t Be Added After Production

Product development should have 'Brand Power Built In.'

REAL ROI

BlueConic Provides More Responsive RFPs

CDP provider speeds processes with Responsive AI.

Tavern in the Square Scores with Paytronix Promo

Gamified promotion leverages New England Patriots fans to drive loyalty program registration and participation