July/August 2025

Magazine Features

The Keys to Bringing Buyers Out From the Shadows

Best practices for finding, connecting with, and engaging uncommitted shoppers.

Tips for Driving Customers to Self-Serve

Make self-service options readily available, easy to use, and valuable.

Voice AI Becomes a Moneymaker

Hospitality outlets can now take advantage of voice ordering to increase revenue and retention.

Reality Check

Yes, AI Will Take Over Some B2B Sales Roles

Have AI support you, not replace you.

The Tipping Point

Voice AI Is Fueling Serious Investment Interest

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

Connect

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

Beware of memory scars from past attempts to leverage AI.

The Last Line

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.

Insight

Customer Satisfaction with Contact Centers Continues to Slide

According to CCW research, many long-standing pain points have yet to be resolved.

Personalization Leads to Customer Regret

Personalization can triple the likelihood of customer regret at key journey points, Gartner finds.

Required Reading: The Keys to Activating Customer Loyalty

Activators build stronger, more holistic relationships that go beyond traditional business development.

REAL ROI

Brinks Homes in on Streamlined Customer Service with Cresta

The home security provider resolves 92 percent of calls on first contact.