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Expert insights on CX, contact centers, AI, and customer service transformation.
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AI & Automation
4 min read
May 28, 2026
Beyond Per-Seat: What Agentic AI Actually Costs Your Contact Center
AI & Automation
5 min read
May 13, 2026
Agent Experience After Deflection: The Other Half of AI Investment
Salesforce
5 min read
July 10, 2026
The Architecture Question Now Facing CX Leaders
b+s
2 min read
April 2, 2026
Our Trailblazer Community | Salesforce User Group
Strategy
6 min read
March 30, 2026
Enterprise Software Utilization: Where the ROI Case Study Quietly Breaks Down
AI & Automation
5 min read
March 18, 2026
Building the Integration Foundation for Multi-Agent AI
AI & Automation
7 min read
March 2, 2026
Multi-Agent Orchestration Is Coming. Is Your Contact Center Ready?
Strategy
5 min read
February 13, 2026
Your Contact Center Knows Things Nobody Else Does
Strategy
5 min read
February 6, 2026
3 Questions to Ask Before Making a Contact Center Technology Decision
AI & Automation
4 min read
January 21, 2026
Why Scoring 100% of Calls Could Make Your Agents Worse
AI & Automation
8 min read
January 14, 2026
Escalation Design: Why AI Fails at the Handoff (Not the Automation)
AI & Automation
5 min read
December 4, 2025
Automation or Augmentation? What Agentforce Voice signals about human agents in the contact center
Digital Channels
6 min read
November 11, 2025
Contact Center + CRM: Why Cisco’s Salesforce Partnership Validates What We’ve Known All Along
b+s
4 min read
October 22, 2025