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October 14, 2026

Viewpoints

From System of Record to System of Action: Using Automation and AI to Unlock CRM

Here's what a real-world CRM pipeline looks like, combining AI judgment with RPA and API-driven action to move abuse cases from inception to fully resolved without human intervention.

Operational Minimalism: An Essential Discipline for AI-Centric CX Organizations

The payoff from operational minimalism is immediate: Employees are empowered, errors decline, cost to serve decreases, and customers get the service they expect. (Featured on SmartCustomerService.com.)

Front Office

Can We Tone Down the AI Doomerism?

AI is ubiquitous, and many of the applications that use it now would cease to function properly if we were to pull back on AI.