May 2025

Magazine Features

Tips to Ensure Service Reps Can Access the Info They Need

Modern contact center intelligence means agents are better informed and interactions move quickly.

Post-Pandemic Live Events Look Very Different

In-person events are coming back, but not in their pre-COVID formats.

Securing FedRAMP Status Can Be a Profitable Endeavor

Government cloud security standards are tough to navigate, but the rewards of meeting them are great.

Front Office

Don’t Let Tariffs Sabotage Customer Service

As companies face difficult decision about fluctuating costs, it will be crucial to be transparent with customers.

Reality Check

5 CRM Questions Every Salesperson Should Ask

Get the most out of your CRM and AI resources.

The Tipping Point

Why AI Agents Are Booming and the Real Challenges Behind the Hype

The possibilities are exciting, but the path to a successful AI rollout isn't all smooth sailing.

Scouting Report

With CX, There’s a Disconnect Between Expectations and Reality. AI Can Help

The technology offers a way forward, but not without detailed planning.

End Notes

Should Machines Be Quality-Scoring Machines?

If AI is charged with evaluating AI, the process needs to look different.

Customer Experience

CX Leaders: How to Thrive Through Volatility

Executives might need to dust off (and adapt) their playbooks from the pandemic.

Insight

Advice for B2B Firms in Volatile Economic Times

Uncertainty could create opportunities for growth, Forrester says.

REAL ROI

BT Group Aims to Continue Customer Service Success

The British telecom provider is expanding its use of Aimee, a Sprinklr-powered virtual assistant.

TULA Skincare Boosts Conversions by 300 Percent with UserTesting

The skincare brand tested its ShadeFinder tool with consumers before launching