January/February 2026

Magazine Features

Why Branded Calling Is Critical for Outbound Outreach

Here's how to implement it and restore your ring's reputation.

Pending Legislation Could Upend AI in CRM

Government regulators are turning their attention to artificial intelligence in customer interactions.

Marketers Waiting to See How the Cookie Crumbles

Navigating the uncertain future of third-party tracking in 2026.

Front Office

Branded Calling Is a Welcome Addition, but It Can’t Stop There

Combatting fraud requires a multivector approach, a point on which even branded-calling providers can agree.

Reality Check

Moving Customer Awareness to Adoption in 2026

Messaging can have a big impact on customer outcomes.

Scouting Report

The State of CCaaS: Power Platforms in a Shifting Market

These solutions are integral CX infrastructure, but companies want flexibility and future-proofing.

The Last Line

Too Much, Too Little, Too Late: Rethinking ‘100 Percent Coverage’ in Contact Center QA

Finding a happy medium between a few snapshots and blanket coverage.

Customer Experience

When AI Gets Smarter, Agents Get Burnout

Uncovering the hidden challenges of AI-driven customer service.

Insight

A Look Ahead at CRM in 2026

Industry players share their thoughts about what's in store for customer service, marketing, sales, and related technologies.

Best Practices for B2B Marketers

Forrester lays out how top performers align marketing with sales, product, and IT teams.

Better CX Is the Top CMO Priority

Marketing officials see the need for better customer experiences in 2026, Forrester finds.

Companies Are Losing Consumer Trust Fast

Clutch research reveals what builds trust and what destroys it. Plus: Consumers prefer AI personas that reflect their identities, new data says.

Customer Rage Is All the Rage

New survey finds rise in customer complaints and dissatisfaction with the response.

Required Reading: Brand Superiority Requires a Strategic Enemy

Picking the right fight makes you unforgettable.

REAL ROI

Aterian Consolidates Disparate Programs on Genesys Cloud

Genesys brings down technology costs and problems for consumer products company.

eGain Improves Knowledge Management for SOLV Energy

Energy company employees now have access to information when they need it.