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September 09, 2026

CRM Featured Articles

Genesys Xperience Focuses on AI to Enhance CX

Genesys is strengthening Genesys Cloud with agentic capabilities and new integrations, the company says at its annual Xperience user conference.

Case Studies

Calabrio One Makes Banking with Columbia Easy

Added technology suite helps bank streamline customer service options.

CRM Across the Wire

Your AI Solved the Ticket. Did It Lose the Customer?

I'd be careful about looking at a rising containment rate or falling employee handling time and assuming the customer experience must be improving along with it. (Featured on SmartCustomerService.com.)