January/February 2025
Magazine Features
Get Ready for High-Tech Texting
Erik J. Martin //
24 Jan 2025
RCS business messaging can revolutionize your company-to-customer experiences.
AI Advances Answering Machine Detection
Phillip Britt //
24 Jan 2025
Outbound contact centers see new efficiencies with AI-powered answering machine detection.
Machine Translation Expands CRM Capabilities
Phillip Britt //
24 Jan 2025
Companies have more ways to communicate with international audiences.
Front Office
Don’t Let Fear Deter CX Investments in 2025
Leonard Klie //
10 Feb 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
Donna Fluss //
15 Jan 2025
Here's some guidance on your AI journey.
Scouting Report
AI's Dual Role in Transforming Knowledge Management
Donna Fluss //
06 Jan 2025
KM solutions both harness and are empowered by artificial intelligence,
End Notes
A Backstage Pass to Technology Evaluations
Christina McAllister //
22 Jan 2025
New year, new…set of enterprise initiatives.
Customer Experience
CX Differentiation Will Be Easier Than Ever In 2025
Christina McAllister //
31 Dec 2024
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
the Editors //
24 Jan 2025
Industry players share their thoughts about what lies ahead for sales, marketing, and customer service
Required Reading: AI Is Creating Support Experiences, Not Just Journeys
Leonard Klie //
24 Jan 2025
Customer support is shifting from reactive to proactive.