The timing may not be a coincidence. Here's what the company's FY2026 results reveal about the future of unified, AI-native CX at enterprise scale.

You've been told you need a POS system, but how does one work, how can it benefit your business, and what are its advantages ...

Zach Stauber’s day begins before the first customer support ticket even lands in the queue. Stauber, a support agent manager at Salesforce, a global company that provides businesses with a customer ...

Customer identity and access management has become essential for any business running external-facing applications. The right CIAM solution changes how you handle authentication, stops account ...

I began this year by publishing a column entitled “Happy New Epoch,” because we started entering one midway through 2025 and it has only been accelerating since. It’s the agentic epoch -- not just for ...

A symbiotic relationship is a long-term interaction between animal species that is beneficial for one or both animals. There are different forms: It’s mutualism we’ll mostly look at today. Two types ...

Retention is not just about keeping what you have—it is also the strategic lever that fuels your future growth. If you think customer retention is just a warm-and-fuzzy metric for the sustainability ...

Getting customer service management (CSM) right has the potential to transform your business into a customer satisfaction powerhouse, and the benefits don’t stop there, either. In fact, optimizing ...