The new tools score every customer conversation automatically, replacing sample-based QA with full-coverage AI analysis.

Your AI briefing knows what changed. It has no idea what you did about it. Durable tasks and a promotion path give marketing teams the missing layer.

Your vendor’s defaults are running your CX, and courts now hold you liable for them. Here’s what to decide before planning season locks in the middle.

An AI agent that promises a refund or a timeline speaks for your company. If governance never defines what it can commit to without sign-off, you own the risk.

Starbucks stopped buying visits with discounts and started funding baristas. Here is what that shift means for marketers chasing loyalty.

New research from SuccessKPI and CMSWire evaluates contact centers across 7 benchmarking areas for a holistic view of how advanced operations are.

Customer satisfaction slipped in early 2026. Here's how to measure CSAT, calculate your score and benchmark it against the latest ACSI data.

Asked by Five9 what makes for good customer service, consumers named quick resolution, fast response times, polite service and knowledgeable staff.

Your veteran engineers are retiring. The junior roles that once produced their replacements are disappearing.

Real-time everything was always an expensive myth. Martech teams are matching streaming, agents and attribution to the outcomes that justify them.

Every martech vendor is adding agents. The edge goes to marketing teams with clean records, agreed funnel definitions and data their agents can explain.

More targeting, buying and measurement features won’t fix weak ad results. Across 988 stacks, top performers run Programmatic Ads leaner than everyone else.

Experts from Ibexa and its technology partners sit down for a roundtable discussion on how to adopt agentic AI smartly.

The markets rest on the AI story fulfilling its potential. This week, we saw how tenuous that could be.

A pleasant voice won’t fix a misheard date or a broken handoff. Here’s how CX leaders can build voicebots that resolve requests, not just chat.

Earned media is now the source AI, buyers and search engines cite most, turning a brand awareness play into one of your plan's most valuable strategies.

Your CDP knows the returning customer. Your homepage treats her like a stranger. Treasure AI’s new Personalization Studio puts that fix in marketers’ hands.

Is an email click worth paying for? Scott Brinker weighs in on Treasure AI's new pricing, while an agency CEO warns clicks don't always become sales.

Your CMS was built to fill web pages. Agents need content they can find, version-check and govern. Here's how to tell if your platform can deliver.

Your email models do exactly what you tell them, at scale. Feed them siloed data or the wrong goal, and small mistakes reach every subscriber.

AI vendor selection should be grounded in measurable business outcomes, data readiness, workflow fit, transparent costs and strong governance.

Personal agents already click through your checkout. Meta, Sierra, NiCE and Genesys want brands to see who sent them and what they can do.

The new agentic composition and work stream layer lets humans and AI agents co-manage content, integrations and full fleet web ops.

HubSpot is eliminating about 7% of its workforce and replacing Hub-based product teams with teams that own customer results from end to end.

Treasure AI will charge by email engagement, and it just launched real-time web personalization to back the bet.