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.)

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.

From Customer Record to Connected Conversation

After decades of talking about omnichannel, there is a straightforward way to judge whether it is working.

The Missing Middle: 7 Ways Marketers Can Fix the Biggest Gap in Their Martech Stacks

Many organizations still struggle to deliver timely, relevant customer experiences because they're missing the middle layer.

The SaaS Model Was Built for Humans. Agents Don't Care.

Agents need to get information themselves, synthesize it, and have the agency to act. Software that can't support that isn't ready for what's coming.

The CRM Says Resolved, But Voice AI Says Otherwise

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

Why the Best Growth Strategy Starts with a Product People Want to Share

Customer recommendations are one of the biggest drivers of company success.

The Hidden Cost of Optimizing E-Commerce One Decision at a Time

Understanding customers is no longer enough if the business can't connect that understanding to the decisions that shape the experience they actually receive.

If the Email Bounces, Do You Still Have the Lead?

When a capture form treats its notification email as the delivery mechanism rather than as an alert about a record that already exists, a wrong address or a rejected message erases the enquiry with no trace, and the audit that finds those losses runs against the mail log rather than the CRM.

Your CRM Isn't Obsolete. It's the Backbone of Your Agentic System

To realize the full value of agentic AI, CRM must remain a living, connected, and continuously improving foundation for transformation.

The Squeaky Wheel Might Get the Oil, But You Should Really Be Worried About Your Quietest Customers

Your CRM views quietly dissatisfied customers in the same way as your genuinely satisfied customers.

Enterprise AI Has a Prompting Problem

Most companies are focused on whether their AI gives them the right answer. Perhaps the harder question is whether they'd know if it didn't.

Why You Need to Meet Your Customers' Digital Twins

With digital twins you can conduct virtual trials to deliver CX wins.

Per-Resolution Pricing Is Training AI Support Vendors to Optimize for the Wrong Number

Call ended does not mean that resolution happened, so pricing models need to adapt.

Most Payment Calls Aren't Service Requests, They're Self-Service Failures

When customers call to complete routine payments, your contact center is absorbing the cost of a payment experience problem, but you can eliminate those inbound calls.

How Affiliate Marketing Opens the Door to AI-Driven Commerce

As generative AI reshapes how consumers discover and buy products, marketers already have the infrastructure to monetize it sitting inside their affiliate programs.

The CRM Says Resolved, But Voice AI Says Otherwise

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

You Can’t Obstruct Your Way to Loyalty

Companies that rely on cancellation friction to reduce churn weaken trust and corrupt retention data, when they should be building customer loyalty instead.

AI Will Rewrite the Rules of Software

The shift to AI-native applications will be as important as the rise of SaaS and just as unforgiving to vendors that fail to see the implications of a new architecture.

From Offer Eligibility to Customer Intelligence: A Data Maturity Playbook for AI-Ready Enterprises

Turn offer eligibility from a one-time conversion step into verified, permissioned customer intelligence that supports personalization, loyalty, and long-term growth.