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- Why 95% of AI Pilots in Call Centers are Quietly Failing and What the 5% are Doing Differently June 5, 2026Most AI pilots in call centers fail because companies adopt AI before building the business clarity, process discipline, infrastructure readiness, and agent adoption needed to turn pilots into measurable performance gains. (Featured on SmartCustomerService.com.)
- Why Your CRM Strategy Shouldn't Start with CRM May 29, 2026Most CRM implementations fail not because companies choose the wrong platform, but because they skip the critical first step: designing their sales motion.
- How Generation Alpha Will Rewrite the Rules of Customer Relationships May 28, 2026It's the end of anonymous loyalty: Generation Alpha will make traditional loyalty obsolete by expecting brands to earn trust from day one.
- Here?s How to Fix Your Revenue Enablement Technology Stack May 27, 2026Sprawling, fragmented technology stacks hinder productivity, reduce ROI, and, worst of all, complicate the adoption of AI capabilities.
- OpenAI Is Opening Up Advertising. Marketers Have Been Ready for Months May 22, 2026The whole world is watching OpenAI launch its ad platform. The data shows marketers have been waiting all year to try it out.
- Influencer Marketing Isn?t Broken. Measurement Is May 18, 2026Influencer marketing doesn't struggle because it doesn't work, but because it's evaluated through metrics too narrow for real consumer behavior.
- How CX Teams Can Keep AI Fatigue at Bay May 15, 2026Here are three disciplines that distinguish stalled rollouts from sustained results in AI-powered customer experience.
- Designing for the Segment of One: Why Experience Architecture is Replacing the Campaign May 12, 2026Unify clean data and leverage AI to deliver highly individualized, real-time shopping experiences that seamlessly respond to customer intent and build long-term trust.
- Clicks Are a Vanity Metric. Authority Is What Matters Now May 8, 2026AI systems don't cite the most index-friendly content. They cite the most authoritative sources.
- Data Governance Is How Marketing Gets the CEO?s Attention May 6, 2026Leadership might not be all that interested in the intricacies of a single ad campaign, but they are absolutely right to be concerned about the impact of poor data.