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September 30, 2026

Viewpoints

The CRM Says Resolved, But Voice AI Says Otherwise

Voice AI can detect patterns that single-call analysis never could. (Featured on SmartCustomerService.com.)

Stop Funding Hope: How Customer Service Leaders Can Quantify Experience ROI

Most organizations underinvest in customer experience (CX) not because they doubt its value, but because service leaders rarely translate CX improvements into finance-ready estimates of retained revenue and reduced cost to serve. (Featured on SmartCustomerService.com.)