4 Ways Corporate Call Centers Are Using AI Today
21 Oct 2025
Executives experiencing AI FOMO should take heed to the AI projects that are succeeding.
Agentic AI Is Revolutionizing How Companies Interact With Customers
16 Oct 2025
Agentic AI is redefining customer experience by enabling autonomous, real-time, and personalized interactions at scale.
The Domino Effect: Why Your CRM Must Capture Every Customer Moment
14 Oct 2025
Miss one customer moment in your CRM, and the domino effect can cost you loyalty, efficiency, and revenue.
How Not to Lose Track of Agentic AI’s Primary Purpose: Providing World-Class CX
08 Oct 2025
Agentic AI is enabling autonomous support, help for human agents with complex queries, and real-time insights into customer behavior, which all adds up to a great CX.
Putting Revenue First: How B2B Marketers Can Lead with ROI
29 Sep 2025
Stakeholders want to know if they're getting the most out of marketing spend. That's why more teams now say revenue is their main KPI.
As the Singularity Approaches, How Do Humans Stay Ahead of AI?
25 Sep 2025
In CRM and marketing, the "mini-singularity" already happening is the automation of decision making. But marketers will still be held accountable for outcomes.
Basic Service Checks a Box; Standout Service Changes Minds
17 Sep 2025
Turn customers into advocates by making genuine human connection an essential service component.
AI Voice and Chat: When to Prioritize Each for Maximum Customer Engagement
11 Sep 2025
The question is not which approach is inherently superior, but rather which approach is better for your particular business, use case, and customer base.
Redefining CRM: From Sales Platform to Customer Experience Powerhouse
08 Sep 2025
To meet rising customer expectations, CRM systems need to play larger roles beyond just tracking sales or contacts, instead serving as intelligent, end-to-end, AI-driven engagement platforms.
Retailers Face a New Era of AI-Powered Cyberattacks
02 Sep 2025
Because the increasing digitization of retail makes it a prime target for bad actors, retailers must protect their extensive customer data and avoid costly disruptions and breaches.
Buyer Beware: How Marketers Can Navigate More Complex B2B Buyer Journeys
28 Aug 2025
The linear funnel is dead. Today's nonlinear, multi-stakeholder B2B journeys require a branded demand approach—AI-driven segmentation, personalized multi-channel nurturing, and steady brand building.
The Hidden Cost of Bad CRM Decisions: Why Most Midsize Businesses Regret Their Choice
26 Aug 2025
Succeeding with a Multigenerational Contact Center Workforce
21 Aug 2025
Leaders must embrace flexible, inclusive strategies that leverage generational strengths, prioritize well-being, and foster a shared sense of purpose.
Origin DNA: A Strategic Lens for Selecting Your Next CRM
15 Aug 2025
CRM failures often stem from selecting platforms misaligned with core business needs, making it essential to understand a CRM's origin and foundational design before choosing.
From Chalkboards to Chatbots: Is AI the Future of Teacher Training?
12 Aug 2025
As AI tools reshape teacher preparation, a growing number of educators are turning to virtual simulations and adaptive platforms to meet certification demands, especially in underserved areas.
Sales Reps Deserve a System of Action CRM
08 Aug 2025
It's time for a CRM that drives itself.
Five Keys to Innovation
05 Aug 2025
Innovative organizations make removing fear and barriers a priority. (Featured on SmartCustomerService.com.)
How GenAI Is Reimagining the Contact Center Experience
05 Aug 2025
Generative AI is reshaping contact centers into experience hubs, combining human empathy and AI intelligence to create service that's faster, smarter, and more personal. (Featured on SmartCustomerService.com.)
Embedded CDPs Emerge in Marketing
05 Aug 2025
The MarTech world is moving quickly toward the concept of embedding customer data platform (CDP) capabilities within broader customer engagement and experience solutions.
AI Shouldn't Replace Customer Service Reps, It Should Empower Them
01 Aug 2025
AI enhances agent efficiency by providing real-time assistance, automating routine tasks, and offering personalized insights. (Featured on SmartCustomerService.com.)