Call Me a Shadow Buyer
07 Jul 2025
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
01 Jul 2025
Have AI support you, not replace you.
Meet the New (Customer) Bot, (Not) the Same as the Old Bot
26 Jun 2025
Companies will need a way to verify that a bot is acting with consent.
Voice AI Is Fueling Serious Investment Interest
23 Jun 2025
VCs see exciting opportunities for the technology in the B2C and B2B sectors.
Social CRM Is Back, But Not for Me…Yet?
20 Jun 2025
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?
17 Jun 2025
Beware of memory scars from past attempts to leverage AI.
A Guide to the Most Powerful AI Applications for Marketing
23 May 2025
Here's how AI is transforming how companies connect with customers and prospects.
To Drive Growth, CSOs Must Harness Digitally Enabled Sales Strategies
22 May 2025
Digital commerce is more than just a shopping cart.
AI Can Save Bad CX, but Not How You Expect
19 May 2025
Use AI agents to stress-test your system.
Flexible Scheduling Reimagines Workforce Management
16 May 2025
Here's an important tool for combating agent dissatisfaction and attrition
Don’t Let Tariffs Sabotage Customer Service
05 May 2025
As companies face difficult decision about fluctuating costs, it will be crucial to be transparent with customers.
Should Machines Be Quality-Scoring Machines?
30 Apr 2025
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
25 Apr 2025
The possibilities are exciting, but the path to a successful AI rollout isn't all smooth sailing.
Advertising Needs a Better Proofreader
25 Apr 2025
Companies might be trying to seem relatable and authentic, but they risk looking unprofessional and sloppy.
CX Leaders: How to Thrive Through Volatility
23 Apr 2025
Executives might need to dust off (and adapt) their playbooks from the pandemic.
5 CRM Questions Every Salesperson Should Ask
21 Apr 2025
Get the most out of your CRM and AI resources.
With CX, There’s a Disconnect Between Expectations and Reality. AI Can Help
17 Apr 2025
The technology offers a way forward, but not without detailed planning.
In Memory of an Apostrophe: Is the Customer’s Experience Gone Forever?
07 Apr 2025
It's time to remember who actually owns the experiences customers have with you.
Exponential Efficiency in the Age of AI
01 Apr 2025
Harness the power of AI in every aspect of the enterprise.
Smart Glasses and the Future of CRM
27 Mar 2025
Sci-fi shopping experiences are right around the corner.