How Excellent Customer Service Can Retain Customers
We’ve all heard the quote: it takes five times as much money to acquire a customer as it does to retain one. For some industries, acquisition is key, but there…
Missed Feedback Is Missed Revenue: The Customers Who Never Say a Word
Missed Feedback Is Missed Revenue: The Customers Who Never Say a Word Your dashboards show every drop in repeat rate, but the customers who caused it never told anyone why…
2027 State of CX: How to Curb Effort Inflation to Keep Customers
2027 State of CX: How to Curb Effort Inflation to Keep Customers 74% of consumers say resolving issues takes as much or more effort than a year ago. Customers have…
2026 State of CX: Where AI Is Working, Where It’s Stalling and What to Do Next
2026 State of CX: Where AI Is Working, Where It’s Stalling and What to Do Next New Genesys research on what 5,811 consumers expect and where 1,560 CX leaders are…
The Value of Practice: Roleplay for Every Frontline Employee
The Value of Practice: Roleplay for Every Frontline Employee Four frontline conversations worth rehearsing before they happen live, and how AI coaching opens practice to every employee The first customer…
Retail Product Launch Training: Get Every Store Ready to Sell
Retail Product Launch Training: Get Every Store Ready to Sell A four-stage readiness model and a five-step program plan for retail leaders who run launches across many locations A product…
The New Publishing Standard in the AI Era and What It Replaces
The New Publishing Standard in the AI Era and What It Replaces The plugin updates, the workarounds and the waiting all have a price. Most content teams have never added…
8 Essential Capabilities of an AI-Powered Product Knowledge Portal
8 Essential Capabilities of an AI-Powered Product Knowledge Portal AI search is only part of the equation. See what else makes product knowledge easier to find, use and manage Your…
The State of the Web 2026: What 1,000 Leaders Revealed About AI’s Real Impact on Web Teams
The State of the Web 2026: What 1,000 Leaders Revealed About AI’s Real Impact on Web Teams AI made it faster to create. The systems behind the web did not…
Beyond Basic CX: How Consumers Grade AI Support on Their Most Complex Issues
Beyond Basic CX: How Consumers Grade AI Support on Their Most Complex Issues A CMSWire survey of 1,040 U.S. consumers on where AI support breaks down and how they judge…
Architecting an AI-Ready Website
Architecting an AI-Ready Website The guide to getting marketing and technical teams building websites faster, smarter and safer AI agents now browse, interpret and act on websites on behalf of…