October 2025
Magazine Features
Customer Success Platforms Enable Hyper-Personalization
Linda Pophal //
01 Oct 2025
New marketing tech provides a pathway to better one-to-one outreach.
How to Advance Self-Service with the Latest Generative AI Bots
Phillip Britt //
01 Oct 2025
Customer self-service is better today, but it takes effort to use it successfully.
Analytics Move to the Hiring Process
Phillip Britt //
01 Oct 2025
Tools emerge to ensure incoming contact center agents have the right attributes.
Front Office
AI Alone Can’t Do It All
Leonard Klie //
03 Oct 2025
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
Melissa Hilbert //
19 Sep 2025
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
Liz Miller //
23 Sep 2025
Content needs its own supply chain.
The Last Line
Quiet CX Upgrades You’re Skipping While Chasing AI Fireworks
Ian Jacobs //
12 Sep 2025
There are simple fixes that are surprisingly effective.
Customer Experience
AI ‘Exponentials’ Will Rule the World
R "Ray" Wang //
02 Oct 2025
Highly effective tiny teams will be nimbler than the legacy behemoths.
Insight
Required Reading: Global Success Requires Local Cultural Intelligence
Leonard Klie //
01 Oct 2025
Companies must adapt their marketing to regional expectations.
REAL ROI
2degrees Improves Efficiency and Insights with CXone Mpower
Phillip Britt //
01 Oct 2025
NiCE's genAI-infused solution becomes a true time saver for the telecom.
PolyAI Agents Sweeten Interactions for Hello Sugar
Phillip Britt //
01 Oct 2025
PolyAI's AI agents increase self-service and customer satisfaction for the salon franchiser.