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Buying Groups Evolve. So Should Your Marketing

Thu, 09 Apr 2026 12:00:00 EST

B2B marketers need to create a buying group strategy that accounts for constant change with relevant, recent data.

Voice AI: The Dos, the Don?ts, and What?s Next

Tue, 07 Apr 2026 12:00:00 EST

Here's a practical guide to putting voice AI to work for your business.

68 Million Customers Told You What's Wrong. Your CRM Never Saw It.

Tue, 31 Mar 2026 12:00:00 EST

Every day, millions of users leave detailed, unsolicited feedback in app store reviews. Almost no CRM or customer intelligence team is using it.

Should Contact Centers Build or Buy Voice AI?

Fri, 27 Mar 2026 12:00:00 EST

Whether a vendor owns and operates the model infrastructure is a critical concern.

What Businesses Actually Think CX Technology Does to Customer Experience

Tue, 24 Mar 2026 12:23:00 EST

Technologies that earn the highest CX confidence ratings offer seamless first-time service. (Featured on SmartCustomerService.com.)

Why CRM Is the Engine of Long-Term Storytelling

Mon, 23 Mar 2026 12:00:00 EST

Coherence allows customers to understand what you stand for.

Your Call Center Is Sitting on a Goldmine of Intelligence, if AI Is Allowed to Act on It

Tue, 17 Mar 2026 12:00:00 EST

The challenge now is to identify use cases where agentic systems can produce measurable improvements in productivity, quality, and customer experience.

The Four Pillars of AI-Driven CX: Turning Technology into Trust

Fri, 13 Mar 2026 12:00:00 EST

Here's how to deliver faster, smarter, and more empathetic customer experiences that drive measurable business outcomes.

Generative Video Can Be CX's Sharpest Tool

Tue, 10 Mar 2026 12:00:00 EST

Generative video can show customers exactly what they need to see, assembled from their product or account state, to solve their particular issue.

Why AI Pilots Rarely Scale, and How Design Discipline Can Fix That

Thu, 05 Mar 2026 12:00:00 EST

The gap between experimentation and impact remains wide. Here's how to move from pilot to performance.

Carbon-Aware Marketing Will Redefine Customer Engagement

Fri, 27 Feb 2026 12:00:00 EST

Marketing doesn't need more channels; it needs smarter ones. A new carbon optimization layer could transform how brands engage customers and how they measure responsibility.

The New Customer Journey: How AI Search Engines Are Rewriting the Marketing Funnel

Thu, 26 Feb 2026 12:00:00 EST

The model where brands optimized to appear in search results is giving way to an environment where AI intermediaries provide synthesized answers.

Sales Workflow Intelligence: Reduce Friction and Close Deals Faster

Wed, 25 Feb 2026 12:00:00 EST

Here's how to use CRM data and AI insights to identify bottlenecks, automate administrative tasks, and make strategic decisions based on what actually drives revenue.

When Point of Sale Becomes a Hub for Customer Experience

Thu, 19 Feb 2026 12:00:00 EST

Modern point-of-sale (POS) systems blur the lines between digital and physical channels, helping retail brands form authentic connections with customers.

Moving CRM Beyond Data to Emotional Intelligence

Tue, 17 Feb 2026 12:00:00 EST

Misreading situations is due not to lack of data but usable understanding.

5 Mistakes Companies Make When Defining a North Star for CX

Thu, 12 Feb 2026 12:00:00 EST

These missteps can lead to misaligned teams, delayed execution, and negative customer outcomes.

Agentic CX & Commerce: The Next Frontier of AI-Driven Engagement

Tue, 10 Feb 2026 12:00:00 EST

Agentic commerce does more than allow?businesses?to?meet?customers?where they?are;?it actually?acts?for the buyer.?

How Unified Customer, Employee, and Partner Journeys Will Reduce CX Friction in 2026

Fri, 06 Feb 2026 12:00:00 EST

Companies pulling ahead will share a common trait: They'll no longer treat customer experience, employee experience, and partner experience as separate disciplines.

How Functional Programming Solves E-commerce Scaling and Integration Headaches

Thu, 05 Feb 2026 12:00:00 EST

Functional programming with languages like Elixir and Clojure transforms e-commerce scaling from a costly infrastructure problem into a disciplined, modular challenge that businesses can solve with smaller teams and less rewriting.

Why Your CRM Implementation Is Failing Your Niche Industry

Tue, 03 Feb 2026 12:00:00 EST

When companies are forced to shoehorn their intricate operations into a rigid, off-the-shelf framework, it creates a usability gap.

The Calabrio/Verint Consolidation: Opportunity and Outlook

Fri, 30 Jan 2026 12:44:00 EST

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

Thu, 29 Jan 2026 12:00:00 EST

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

Tue, 27 Jan 2026 12:00:00 EST

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?

Wed, 21 Jan 2026 12:00:00 EST

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?

Fri, 16 Jan 2026 12:00:00 EST

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

Wed, 14 Jan 2026 12:00:00 EST

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

AI in the Contact Center: Transforming Value Creation

Mon, 12 Jan 2026 12:00:00 EST

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

Thu, 08 Jan 2026 12:00:00 EST

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

Tue, 06 Jan 2026 12:00:00 EST

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

Fri, 02 Jan 2026 12:00:00 EST

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

The Cost of Disconnected CX and What to Do About It

Thu, 01 Jan 2026 12:00:33 EST

The future of CX isn't better integrations, it's fewer of them. (Featured on SmartCustomerService.com.)

Nine Ways Customer Service Leaders Can Elevate Service in 2026

Thu, 01 Jan 2026 12:00:12 EST

Companies will need to balance transformational technology with disciplined execution of foundational service practices. (Featured on SmartCustomerService.com.)

What Businesses Actually Think CX Technology Does to Customer Experience

Thu, 01 Jan 2026 12:00:00 EST

Technologies that earn the highest CX confidence ratings offer seamless first-time service. (Featured on SmartCustomerService.com.)

Why Jack Clark Needs Us

Thu, 01 Jan 2026 12:00:00 EST

The Anthropic founder wants AI to do something at which the CX industry has been working for years. (Featured on SmartCustomerService.com.)

3 Trends Reshaping CRM Software in 2026

Tue, 30 Dec 2025 12:00:00 EST

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

Mon, 29 Dec 2025 12:00:00 EST

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

Wed, 24 Dec 2025 12:00:00 EST

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

Mon, 22 Dec 2025 12:00:00 EST

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

Fri, 19 Dec 2025 12:00:00 EST

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

Wed, 17 Dec 2025 12:00:00 EST

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

For Modern Retailers, Cloud-Based Firewalls Simplify Security

Mon, 15 Dec 2025 12:00:00 EST

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

Fri, 12 Dec 2025 12:00:00 EST

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

Wed, 10 Dec 2025 12:00:00 EST

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

Tips for Making AI CX Investments Count

Mon, 01 Dec 2025 12:00:31 EST

Companies should apply an investment decision framework to ensure they acquire the right solutions to address their specific business challenges and deliver measurable ROI. (Featured on SmartCustomerService.com.)

Fortifying Customer Loyalty Through More Resilient Support

Mon, 01 Dec 2025 12:00:24 EST

Customers notice and reward companies that make interactions easier, faster, and more human.

Real Steps to Get Value from AI in Customer Service

Mon, 01 Dec 2025 12:00:21 EST

Organizations getting real value from AI aren't doing more AI; they're doing the basics better, and they're treating it as a catalyst for change. (Featured on SmartCustomerService.com.)

How AI Is Helping Consumers and Retailers This Holiday Shopping Season

Mon, 24 Nov 2025 12:00:00 EST

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

Beyond Traffic, Trust: Time to Re-Strategize B2B engagement

Thu, 20 Nov 2025 12:00:00 EST

When a brand has established trust in its market, potential buyers have already developed a level of familiarity with them, before a buying motion even begins.

The Hidden Costs of Manual Quote-to-Cash Processes

Tue, 18 Nov 2025 12:00:00 EST

The breaking points are predictable. Understanding them helps you spot issues before they compound.

Use CRM to Personalize the B2B Buying Journey

Tue, 18 Nov 2025 12:00:00 EST

B2B selling is complex, requiring companies to connect with multiple parties provided by targeted sales leads, and to clearly showcase their value.?