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.

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.

Building CRM Around Product Ownership

Manufacturers should build customer data around product ownership instead of the initial sale, creating a stronger foundation for service, support, and long-term customer engagement.

Complex CX Is Where AI Agents Still Struggle

Complexity can come in all shapes and sizes, Here's a guide to the many pitfalls AI agents can face.

Make Your CRM the First Compliance Checkpoint 

Automated, embedded compliance screening lets deals move at the pace they already do, without the blind spots.

The Pope Got Hung Up On. Your AI Stack Could Be Why.

The accountability gap the Pope describes is an AI architectural failure that will define the next phase of customer service AI.

The Customer Expectation Reset: How Generative AI Is Rewriting the Digital Experience Playbook

Generative AI hasn't just introduced new capabilities, it has fundamentally reset user expectations. The gap between expectation and reality is forcing a rethink of content infrastructure from the ground up.

Make Your Martech Stack AI-Ready

If marketing leaders don't take time to unify data and streamline their processes, AI can end up delivering incorrect or misaligned outputs faster than humans in the loop can fix them.

The Real ROI of Agentic CX

Here's what should work beyond the hype.

Where You Should Build Your AI Agents

Focusing on agentic projects that deliver time to value in months will enable you to reap the benefits from AI without locking you into a particular agentic strategy. (Featured on SmartCustomerService.com.)

Beyond Speed-to-Lead: How AI Improves Lead Quality for More Conversions

AI chatbots provide more than just rapid responses; they also ensure high-quality, consistent, and compliant CRM data that ultimately drives higher conversion rates.

A Martech Dilemma: Composability vs. Consolidation

This is a battle with no clear battle lines.

AI in CRM: Where Security Risks Are Hiding

As AI agents gain autonomy inside CRM platforms, cybercriminals are exploiting hidden security risks to turn trusted CX automation into a silent gateway for customer data theft.

The Global Content Playbook: Why Brands Need Cultural Intelligence to Avoid Customer Experience Missteps

As AI enables brands to scale global content creation faster, cultural intelligence is emerging as a strategic driver to ensure multilingual content is not only linguistically accurate, but also culturally relevant.