January/February 2025

Magazine Features

Get Ready for High-Tech Texting

RCS business messaging can revolutionize your company-to-customer experiences.

AI Advances Answering Machine Detection

Outbound contact centers see new efficiencies with AI-powered answering machine detection.

Machine Translation Expands CRM Capabilities

Companies have more ways to communicate with international audiences.

Front Office

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).

Reality Check

Transforming Contact Centers with AI: Lessons Learned and Key Takeaways

Here's some guidance on your AI journey.

Scouting Report

AI's Dual Role in Transforming Knowledge Management

KM solutions both harness and are empowered by artificial intelligence,

End Notes

A Backstage Pass to Technology Evaluations

New year, new…set of enterprise initiatives.

Customer Experience

CX Differentiation Will Be Easier Than Ever In 2025

The low-hanging fruit of easy CX wins has been picked, but 2025 offers a silver lining for bold CX leaders.

Insight

A Look Ahead at CRM in 2025

Industry players share their thoughts about what lies ahead for sales, marketing, and customer service

AI Brings Gains in Customer Service and Social Media Marketing

Companies are already seeing benefits from limited AI deployments, Capterra has found. Plus: NIQ research uncovers negative perceptions of genAI advertising.

Customer-Facing Conversational GenAI to Hit Critical Mass in 2025

Customer service leaders take primary responsibility for AI but face barriers to success, Gartner finds.

GenAI Will Resolve 40 Percent of Customer Service Issues by 2027

Customer service leaders must evolve with changing customer expectations, Gartner finds.

Many Consumers Unsubscribe from Emails Weekly

Capterra's research identifies actionable steps for businesses to address email marketing trends.

Required Reading: AI Is Creating Support Experiences, Not Just Journeys

Customer support is shifting from reactive to proactive.

REAL ROI

Genesys Cloud Drives Service Improvements for Modivcare

 The healthcare firm has seen self-service and agent retention rise sharply.

Magellan Fulfills Its Translation Mission

Mission Cloud Services helps MagellanTV bring its content to a wider audience.