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.

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

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.