Five Common Sense Elements for AI Safety in CX

Doomerism creates an unfounded AI apocalypse

Hard Service Problems, Better AI Economics

Expanding AI capabilities might make ROI easier to calculate

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.

AI Makes WFM More Essential

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

What Is Your CRM Doing for Your Team Members?

CRM should improve the employee experience on many levels

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.

Where Did All the Years Go? 

2026 marks the 25th year that we've honored the top technology vendors in the CRM industry.

Blame Distribution

When your system makes your people look bad.

AI Emerges as a Powerful Ally for Assistive Technologies

An app turns volunteers into contact center-like agents for sight-impaired users.

The CX Leader’s Guide to 2027 Budget Planning: Invest to Scale Your AI Foundation

Build AI-powered CX systems that turn signals into consistent action.

Who’s Driving This Customer Journey?

A car dealership experience makes a few turns.

The Debate Around Dynamic Capabilities

Dynamic pricing models might be unfair, but what's a lot less ambiguous is how companies can use CRM data to dynamically alter other aspects of the customer experience.

7 Agentic AI Lessons We've Learned

Map out your processes and journeys now.

Closing the CX Divide: How Agentic AI Unifies the Front and Back Office

Back-office groups have not kept pace with improvements and innovation.

The Contact Center Attrition Test

Here's a metric that should be getting more attention.

The Pope, a Contact Center Fail, and AI

It's highly likely that the next time the pope needs to call his bank, he will be speaking to an AI agent.

The Agentic AI Platform Wars

Everyone wants to be the central hub where enterprise data, processes, and AI converge.

Redesigning the Frontline Sales Manager Role for the AI Era

Sales managers should be the connective tissue between leadership and sellers.

Bots Get Agency, You Get Monitored

The machine gets to be the agent. The person gets to be the backup plan.

I’m Looking Forward to More QR Codes

It's not conjecture or hyperbole; QR codes truly are back, and this time around they might have actually have staying power.