October 2026

Magazine Features

Companies Move Beyond KPIs and SLAs Toward XLAs

Experience-level agreements are a differentiating metric for company success

Connected TV Advertising: What CRM Leaders Need to Know

Measuring CTV ad impact is vastly different than linear TV or digital

Employee Advocacy Programs Grow in Number, Influence

Companies are realizing that content shared by employees generates significantly higher engagement and reach than traditional corporate channels.

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.

Reality Check

AI Makes WFM More Essential

Workforce management has become the operational intelligence layer for managing hybrid human/AI workforces.

Connect

Rethinking Enterprise Knowledge: Discovering the Data Bounty of Documents

A new approach to company knowledge can drive real business velocity and unlock the output all leaders seek.

The Last Line

Hard Service Problems, Better AI Economics

Expanding AI capabilities might make ROI easier to calculate

Customer Experience

Five Common Sense Elements for AI Safety in CX

Doomerism creates an unfounded AI apocalypse

Insight

Consumers Will Not Buy from Companies Using AI on Social Media

Companies need to let consumers know when AI creates content.

Customer Service AI Spending Surges Amid Budget Stagnation

GenAI chatbots, voicebots, and agentic AI expected to deliver the greatest value.

Customer Service Chatbots Get Only One Chance

Only 27 percent of customers would try a chatbot again after a negative experience.

Mobile App Development Isn’t So Specialized

Internal teams today can handle most tasks related to companies' mobile apps

ROI for CS-Related AI Deployments Remains Elusive

Customer service leaders face new pressures when it comes to AI, Gartner finds

REAL ROI

Essent Cuts Contact Center Costs in Half with Genesys Cloud

Cloud migration leads to zero critical incidents while transforming agent satisfaction

Flexential Tripled Its Reach with ON24

The IT services firm revitalized its dormant webinar program into a full-funnel marketing channel

The Next Step

What Is Your CRM Doing for Your Team Members?

CRM should improve the employee experience on many levels