The Calabrio/Verint Consolidation: Opportunity and Outlook

Execution will determine whether the Calabrio/Verint consolidation becomes a market-shaping success for Thoma Bravo or a gateway for new AI-native WEM entrants. (Featured on SmartCustomerService.com.)

It’s Time to Reemphasize the Critical Importance of CX

Poor service isn't just a reputational risk. It's a direct and measurable threat to profitability.

Why Bridging AI-to-Human Support Will Define CX in 2026

In 2026, customer experience leaders will stop debating AI versus human support and start competing on how seamlessly they can connect the two.

Did Holiday Traffic Unwrap your Experience Debt?

It's time for a debrief: Did your customers feel an experience debt, one that will be paid by you in the form lost loyalty and revenue?

In a World of Autonomous Agents, How Do Brands Stay Sticky?

Brands that combine emotionally resonant awareness tactics with rich machine-readable data will be the ones that stick.

The Channels Marketers Forgot Are Solving Measurement

Marketers are rebuilding measurement by shifting their mindset to the owned and earned channels they control.

AI in the Contact Center: Transforming Value Creation

AI automation has already shown its value for standardized, high-volume processes. Now, genAI and agentic AI can deliver humanlike service in less standardized interactions.

Want to Stay Visible in the Agentic Shopping Era? Make Your Brand Useful

Agentic shopping is changing consumer behavior, but brands can use helpful, personalized messaging to stay top-of-mind when AI does the browsing

Beyond Attribution: Why Retailers Need Causal Measurement to Improve Customer Experience and Revenue in 2026

Instead of relying on user paths or platform-based credit, causal approaches use experiments and incrementality models to determine whether a specific action genuinely affected an outcome.

What the Best-Performing CX Teams Did Differently in 2025

Leading teams in 2025 didn't chase quick wins; they invested in human-centric design, clean data, and iterative innovation to deliver measurable outcomes.

3 Trends Reshaping CRM Software in 2026

Every software category is racing toward the same vision: tools that run themselves. Prepare for self-driving CRMs.

4 Things to Consider With Your Mobile Monetization Strategy

Non-gaming app developers can use these strategies to build sustainable, user-first mobile monetization frameworks.

Yes, the Human Touch Still Matters in an AI-Driven CRM World

When AI-powered CRM tools are used to augment, not replace, human empathy and judgment, they can help build loyal, long-term customer relationships.

How AI and Event Marketing Are Moving the Needle for Business Outcomes

Marketers are shifting their focus from basic metrics to more holistic reporting that demonstrates event success and how it drove business outcomes.

From Back End to Brand Impact: Why Software Engineers Belong in CX Strategy Rooms

At the end of the day, the customer experience is about how well a product works. Engineers shape those impressions daily.

Beyond the AI Noise: Three MarTech Shifts That Matter for 2026

Everyone has been talking about generative or agentic AI. But don't overlook these developments.

For Modern Retailers, Cloud-Based Firewalls Simplify Security

As the threat landscape evolves, so do the challenges of compliance, data protection, and security management. Firewall-as-a-service (FWaaS) provides a modern, cloud-based solution.

When Machines Become Teammates: The Next Era of Human Empowerment

The future of customer success will belong not to those who automate the most but those who learn to collaborate best.

Agentic AI Enters B2B Reality

Agentic AI is transforming B2B marketing from automation to autonomous decision making.

How AI Is Helping Consumers and Retailers This Holiday Shopping Season

AI-powered shopping is expected to boom this season, but retail AI implementations are only as good as the data that fuels them.