October 2025

Magazine Features

Customer Success Platforms Enable Hyper-Personalization

New marketing tech provides a pathway to better one-to-one outreach.

How to Advance Self-Service with the Latest Generative AI Bots

Customer self-service is better today, but it takes effort to use it successfully.

Analytics Move to the Hiring Process

Tools emerge to ensure incoming contact center agents have the right attributes.

Front Office

AI Alone Can’t Do It All

Humans still need to be in the loop. Plus: We fondly remember a visionary colleague.

The Tipping Point

How CSOs Can Embrace AI and Hit Revenue Targets

Most sales organizations have yet to see significant improvements in seller performance from AI.

Connect

Pickles, Profit, and a World Where Opportunity Can Be Manufactured

Content needs its own supply chain.

The Last Line

Quiet CX Upgrades You’re Skipping While Chasing AI Fireworks

There are simple fixes that are surprisingly effective.

Customer Experience

AI ‘Exponentials’ Will Rule the World

Highly effective tiny teams will be nimbler than the legacy behemoths.

Insight

Business Use Cases for AI Have Doubled Since 2024

Companies are expanding their development of unique AI applications in CRM, ISG finds. Plus: The impact of social media posts on customers might be limited.

Buyers Are Pushing Back Against AI

Preferences shifting from AI to human sales experiences, Gartner reports. Plus: Self-service and live chat will be top service tech by 2027.

Customers Swayed by Brand Posts But Don’t Follow Through

Findings highlight a gap between social media influence and direct sales.

Required Reading: Global Success Requires Local Cultural Intelligence

Companies must adapt their marketing to regional expectations.

Self-Service and Live Chat to Be Top Service Tech by 2027

Phone and email will sharply decline in value in favor of digital channels, Gartner finds.

REAL ROI

2degrees Improves Efficiency and Insights with CXone Mpower

NiCE's genAI-infused solution becomes a true time saver for the telecom.

PolyAI Agents Sweeten Interactions for Hello Sugar

PolyAI's AI agents increase self-service and customer satisfaction for the salon franchiser.