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.

AI Empowerment in Practice: Spotlight on Retail

A clothing and accessories firm gets a boost from an AI-powered CX platform.

A Vertical Focus Is the Key to AI Adoption

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

AI Propels KM to Center Stage

Knowledge management is no longer confined to contact centers or tech support.

Companies, Your Lack of Attention Is Disturbing

You would think firms would always take action against fraudsters for trying to impersonate them. Think again.

Output Is Not an Outcome: Resolving a Misperception About AI in CX

Any number of AI-driven outputs will be required to reach outcomes that have real value to businesses.

The Marketer’s Guide to Answer Engine Optimization

Shoppers are loyal to convenience.

Why Conversational Experience Orchestration Will Have Its Moment

Something needs to be at the helm making sense of customer experiences.

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.

When AI Gets Smarter, Agents Get Burnout

Uncovering the hidden challenges of AI-driven customer service.

Why Every Company Needs an Operating Model for CRM (and What That Means)

People don't use CRM the way it was intended.

How CSOs Can Embrace AI and Hit Revenue Targets

Most sales organizations have yet to see significant improvements in seller performance from AI.

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

Content needs its own supply chain.

AI ‘Exponentials’ Will Rule the World

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

How Marketers Can Navigate the Zero-Click Era

As buyers increasingly rely on AI tools for faster decision making, more activities are starting to occur outside of your owned channels. Here's how to adapt.

AI Goldfish or AI Dolphin—Which One Is Your Organization Ready to Be?

Beware of memory scars from past attempts to leverage AI.

To Drive Growth, CSOs Must Harness Digitally Enabled Sales Strategies

Digital commerce is more than just a shopping cart.

A Guide to the Most Powerful AI Applications for Marketing

Here's how AI is transforming how companies connect with customers and prospects.

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.