Call Me a Shadow Buyer

Consumers like me make every effort to stay under the radar, invisible to traditional sales and marketing funnels.

Yes, AI Will Take Over Some B2B Sales Roles

Have AI support you, not replace you.

Meet the New (Customer) Bot, (Not) the Same as the Old Bot

Companies will need a way to verify that a bot is acting with consent.

Voice AI Is Fueling Serious Investment Interest

VCs see exciting opportunities for the technology in the B2C and B2B sectors.

Social CRM Is Back, But Not for Me…Yet?

I can see the appeal of reaching out to a company through a hashtag or @ message, especially with customer service issues.

AI Goldfish or AI Dolphin—Which One Is Your Organization Ready to Be?

Beware of memory scars from past attempts to leverage AI.

A Guide to the Most Powerful AI Applications for Marketing

Here's how AI is transforming how companies connect with customers and prospects.

To Drive Growth, CSOs Must Harness Digitally Enabled Sales Strategies

Digital commerce is more than just a shopping cart.

AI Can Save Bad CX, but Not How You Expect

Use AI agents to stress-test your system.

Flexible Scheduling Reimagines Workforce Management

Here's an important tool for combating agent dissatisfaction and attrition

Don’t Let Tariffs Sabotage Customer Service

As companies face difficult decision about fluctuating costs, it will be crucial to be transparent with customers.

Should Machines Be Quality-Scoring Machines?

If AI is charged with evaluating AI, the process needs to look different.

Why AI Agents Are Booming and the Real Challenges Behind the Hype

The possibilities are exciting, but the path to a successful AI rollout isn't all smooth sailing.

Advertising Needs a Better Proofreader

Companies might be trying to seem relatable and authentic, but they risk looking unprofessional and sloppy.

CX Leaders: How to Thrive Through Volatility

Executives might need to dust off (and adapt) their playbooks from the pandemic.

5 CRM Questions Every Salesperson Should Ask

Get the most out of your CRM and AI resources.

With CX, There’s a Disconnect Between Expectations and Reality. AI Can Help

The technology offers a way forward, but not without detailed planning.

In Memory of an Apostrophe: Is the Customer’s Experience Gone Forever?

It's time to remember who actually owns the experiences customers have with you.

Exponential Efficiency in the Age of AI

Harness the power of AI in every aspect of the enterprise.

Smart Glasses and the Future of CRM

Sci-fi shopping experiences are right around the corner.