2+ day, 11+ hour ago   (706+ words) “The divorce came out of nowhere.” Except usually, it didn’t. The signs were there, but nobody was looking at the right ones. I think the same thing happens with customer churn. Unhappy customers don’t always leave, and happy customers don’t…...

1+ week, 5+ day ago   (909+ words) Empathy is too often considered a nice-to-have “soft” skill when hiring and training customer service professionals. But when your agents pick up the phone or join a chat, it’s because something has gone wrong for a customer. Offering them empathy…...

3+ day, 1+ hour ago   (915+ words) The following scenario is an anonymized composite based on recurring failure patterns in global digital experience programs. The page was already live when the brand team opened the ticket. A customer in Madrid had taken a screenshot of the booking…...

4+ day, 2+ hour ago   (1404+ words) Everyone is focused on whether AI will replace Google. I think they’re asking the wrong question. Discovery has always been the cheapest part of the buying process. Trust has always been the most expensive. Agentic AI may automate discovery, but…...

5+ day, 7+ hour ago   (301+ words) AI-driven coaching. AI agents analyze CX data to automate coaching steps. According to company officials, Performance Agents aim to close a persistent gap in contact center performance management: organizations can evaluate interactions at scale, but converting that data into effective…...

1+ week, 2+ day ago   (674+ words) With AI search, a consumer isn’t just relying on agentic engines and open tools to “find me a winter jacket for my trip to the Arctic Circle;” rather, they’re asking, “find me a winter jacket for my trip to the…...

1+ week, 2+ day ago   (969+ words) Salesforce’s agreement to acquire Fin (previously known as Intercom) for approximately $3.6 billion is another signal that AI agents are moving deeper into customer service operations. The deal will likely be analyzed through platform consolidation, Agentforce acceleration and the economics of…...

1+ week, 4+ day ago   (433+ words) Alchemer on Sept. 2 announced Alchemer Iris, an AI-native customer experience platform designed to unify feedback collection, analysis and action across surveys, reviews, reputation management and other listening channels. General availability begins in Q4 2026, according to the company. Alchemer has been building…...

1+ week, 5+ day ago   (406+ words) Specialized AI models. Purpose-built models for marketing improve task relevance and efficiency. Cost and quality gains. Early results show 10x cost efficiency without sacrificing output quality. Marketer impact. B2B marketers can expect better brand-aligned outputs at lower cost, supporting scalable adoption. Optimizely…...

1+ week, 6+ day ago   (462+ words) In martech, we have long chased the false idol of real-time with the battle cry “If we only had real-time data, we could solve all of our customer engagement and experience issues!” But this is a misnomer. Let me explain....