November/December 2025

Magazine Features

Ready or Not, Digital Doubles Are Here

Can your CRM handle agent-to-agent commerce?

White-Glove-for-All Is the Future of Customer Care

Providing a premium, highly personalized level of care to every customer is the new norm.

Serving Customers Well Requires Agents to Be Well

Solutions now exist for monitoring agent mental and physical health.

The Tipping Point

Why Every Company Needs an Operating Model for CRM (and What That Means)

People don't use CRM the way it was intended.

Scouting Report

Conversation Analytics: A Necessity for AI-Enabled Customer Service

These solutions are a foundational component for contact centers of the future.

The Last Line

If the Fast Lane Is Self-Service Bots, Then the Slow Lane Is Stewardship

Will customer support in which human agents take ownership of issues become a luxury good?

REAL ROI

Airport Eases Travel with Parloa AI Agent

Germany's Berlin-Brandenburg increases customer satisfaction by 25 percent.

PSEG Improves Contact Center Performance with Omilia

The East Coast utility raises containment on a single platform.

The Next Step

You Can’t Scale Complicated

Good leadership communication is crucial for efficiency.