AI Alone Can’t Do It All

Humans still need to be in the loop. Plus: We fondly remember a visionary colleague.

AI ‘Exponentials’ Will Rule the World

Highly effective tiny teams will be nimbler than the legacy behemoths.

Pickles, Profit, and a World Where Opportunity Can Be Manufactured

Content needs its own supply chain.

How CSOs Can Embrace AI and Hit Revenue Targets

Most sales organizations have yet to see significant improvements in seller performance from AI.

Quiet CX Upgrades You’re Skipping While Chasing AI Fireworks

There are simple fixes that are surprisingly effective.

Watermelon Metrics and Other BPO Pitfalls

Don't let short-term savings chip away at the experiences that keep customers loyal.

How CRM Plus CX Platforms Are Shaping the Future of CX

These two tools are better together.

How Marketers Can Navigate the Zero-Click Era

As buyers increasingly rely on AI tools for faster decision making, more activities are starting to occur outside of your owned channels. Here's how to adapt.

Will AI Replace Contact Center Agents?

The notion of using technology to shrink contact centers has come up repeatedly through the years.

AI Is Rerouting the Future of Cloud Contact Centers

Contact center-as-a-service vendors must define the role, value, and contributions they aim to deliver in the AI era.

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