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
AI Brings Gains in Customer Service and Social Media Marketing
21 Feb 2025
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
Phillip Britt //
19 Feb 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
12 Feb 2025
Customer service leaders must evolve with changing customer expectations, Gartner finds.
Many Consumers Unsubscribe from Emails Weekly
14 Feb 2025
Capterra's research identifies actionable steps for businesses to address email marketing trends.
Required Reading: AI Is Creating Support Experiences, Not Just Journeys
Leonard Klie //
24 Jan 2025
Customer support is shifting from reactive to proactive.
REAL ROI
Magellan Fulfills Its Translation Mission
Phillip Britt //
18 Mar 2025
Mission Cloud Services helps MagellanTV bring its content to a wider audience.