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.

The CCaaS Opportunity Ahead: How Vendors Can Lead the Next Wave

Contact center-as-a-service solutions remain a core platform, but their roles are evolving

Cold Circuits, Warm Heart: AI and Empathy in CX

Customers will judge the interaction in front of them.

The Marketer’s Guide to Answer Engine Optimization

Shoppers are loyal to convenience.

A Vertical Focus Is the Key to AI Adoption

Success relies on speaking the customer's language and addressing their specific needs.

I Own My Own Experiences

No one department should have exclusive responsibility for the customer experience.

Boosting CX Worker Productivity in the AI Age

Agentic AI combined with customer-facing human agents will transform service.

How Does CRM Affect Private Equity Investment?

Investors need a window into the health of a business.

Branded Calling Is a Welcome Addition, but It Can’t Stop There

Combatting fraud requires a multivector approach, a point on which even branded-calling providers can agree.

Moving Customer Awareness to Adoption in 2026

Messaging can have a big impact on customer outcomes.

Conversation Analytics: A Necessity for AI-Enabled Customer Service

These solutions are a foundational component for contact centers of the future.

If the Fast Lane Is Self-Service Bots, Then the Slow Lane Is Stewardship

Will customer support in which human agents take ownership of issues become a luxury good?

Quiet CX Upgrades You’re Skipping While Chasing AI Fireworks

There are simple fixes that are surprisingly effective.

AI ‘Exponentials’ Will Rule the World

Highly effective tiny teams will be nimbler than the legacy behemoths.

AI Alone Can’t Do It All

Humans still need to be in the loop. Plus: We fondly remember a visionary colleague.

Pickles, Profit, and a World Where Opportunity Can Be Manufactured

Content needs its own supply chain.

Will AI Replace Contact Center Agents?

The notion of using technology to shrink contact centers has come up repeatedly through the years.

How CRM Plus CX Platforms Are Shaping the Future of CX

These two tools are better together.

Voice AI Is Fueling Serious Investment Interest

VCs see exciting opportunities for the technology in the B2C and B2B sectors.

Meet the New (Customer) Bot, (Not) the Same as the Old Bot

Companies will need a way to verify that a bot is acting with consent.