October 2026

Magazine Features

Companies Move Beyond KPIs and SLAs Toward XLAs

Experience-level agreements are a differentiating metric for company success

Connected TV Advertising: What CRM Leaders Need to Know

Measuring CTV ad impact is vastly different than linear TV or digital

Employee Advocacy Programs Grow in Number, Influence

Companies are realizing that content shared by employees generates significantly higher engagement and reach than traditional corporate channels.

Reality Check

AI Makes WFM More Essential

Workforce management has become the operational intelligence layer for managing hybrid human/AI workforces.

Connect

Rethinking Enterprise Knowledge: Discovering the Data Bounty of Documents

A new approach to company knowledge can drive real business velocity and unlock the output all leaders seek.

Insight

Customer Service AI Spending Surges Amid Budget Stagnation

GenAI chatbots, voicebots, and agentic AI expected to deliver the greatest value.

REAL ROI

Essent Cuts Contact Center Costs in Half with Genesys Cloud

Cloud migration leads to zero critical incidents while transforming agent satisfaction

Flexential Tripled Its Reach with ON24

The IT services firm revitalized its dormant webinar program into a full-funnel marketing channel

The Next Step

What Is Your CRM Doing for Your Team Members?

CRM should improve the employee experience on many levels