May 2026

Magazine Features

QR Codes Failed Because the Ask Was Bigger Than the Reward. That’s Changing

After many false starts, QR codes have finally found their footing, but marketers need to treat the post-scan experience as seriously as the code itself.

Keeping Customer Data More Secure with AI

AI might have the best chance of catching data threats at the hands of AI.

Video Raises the Bar for CX Operations

Video customer service tools abound, and we break down some of them here.

Front Office

I’m Looking Forward to More QR Codes

It's not conjecture or hyperbole; QR codes truly are back, and this time around they might have actually have staying power.

Reality Check

The CCaaS Opportunity Ahead: How Vendors Can Lead the Next Wave

Contact center-as-a-service solutions remain a core platform, but their roles are evolving

The Tipping Point

AI Empowerment in Practice: Spotlight on Retail

A clothing and accessories firm gets a boost from an AI-powered CX platform.

The Last Line

Cold Circuits, Warm Heart: AI and Empathy in CX

Customers will judge the interaction in front of them.

Insight

Consumer Trust Builds for Online Communities

Consumers rely on online communities for trusted peer advice, Clutch finds.

Consumer Use of Augmented Reality Is Influencing Purchases

Immersive technology is creating new ways for companies to engage and convert, Clutch finds.

More Than Half of CX Teams Will Add Tech, Not Headcount

AI spending is on the rise, but corresponding job losses are not happening, Gartner finds.

Required Reading: Market Leadership Requires Market Engineering

Companies that lead create the environment in which they compete.

REAL ROI

DDI Improves Retention with ChurnZero

Leadership consultancy can now scale with customer growth.

Ted’s Trash Takes Command of Sales

Commander AI is helping Ted's actively sell for the first time.