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.

Front Office

Government Service Highs and Lows

Citizens rate the complaint-handling experience 19 points higher in 2025 than they did in 2021. AI is making a difference.

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?

Insight

CMOs Expect AI to Dramatically Change Their Role by 2027

AI is having ripple effects across marketing, Gartner reports

Consumers Watch Short Videos But Don’t Stay Fully Engaged

Companies can stand out by creating videos that capture attention in 30 seconds or less. Plus: Most consumers skip ads.

The Most Valuable AI Use Cases for Customer Service and Support

Four areas emerge as priorities for AI investment, Gartner finds.

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.