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Organizations are increasingly recognizing the vital role that artificial intelligence (AI) plays in enhancing efficiency and improving customer experiences. The traditional contact center model, characterized by large teams of agents handling every interaction, has become obsolete. With the rise of digital communication and the need for rapid responses, businesses are turning to intelligent virtual agents and AI-driven tools to meet customer demands effectively. This shift not only streamlines operations but also transforms the way customers interact with brands, ensuring that their needs are met promptly and satisfactorily.
Let’s face it, knowing that something is strategically important, timely,
or impactful matters, but it’s not the whole picture. If it were, I wouldn’t have written a whole book on the topic. The fact of the matter is,
we’re simply not getting enough impactful, timely, and worthy-of-priority work done. That’s what I explore in much greater detail in Priority is Action.
Today we’re exploring the intersection of AI, emotional intelligence, and marketing with Joshua Goldberg, EVP of Strategy at Zenapse. We’ll dive into how Large Emotion Models (LEM) are revolutionizing consumer engagement and delivering impressive marketing results.
This article was written by Greg Kihlström for CMSWire. How do retailers maximize their retail media inventory and incremental revenue while creating a better shopper experience and greater brand trust?
CallRail, the lead engagement platform, today announced the release of new messaging and mobile app capabilities to enable quicker lead response times 24/7 and on-the-go. With these enhancements, CallRail is enabling businesses to better and more seamlessly engage with their leads through their preferred channels while improving response times and giving them the flexibility to keep their finger on the pulse of the business, no matter where their work takes them.
This article was written by Greg Kihlström for CMSWire. AI tools are
changing how brands engage with customers. They drive more personalized
experiences and improve efficiency across the entire journey.
Cella by Randstad Digital announced the release of its 15th industry benchmarking evaluation today, the Cella Intelligence Report. It offers a look into the state of in-house creative operations, incorporating the survey responses of hundreds of creative and marketing professionals across 25 industries. The 2025 report highlights a pivotal year for AI experimentation, in-house agency transformation and operational strategy shifts.
This article was written by Greg Kihlström for CustomerThink. To stand out in today’s competitive marketplace, brands need to go beyond just offering a high-quality product or service. To truly connect with your customers, you need to create an emotional bond that goes deeper, and utilizing a customer journey orchestration approach can be incredibly effective here.
The new content experience redefines B2B marketing through a proprietary blend of human expertise, insights and AI power to deliver faster, more personalized brand content in days, rather than months
If content rules, why does it feel like there are 100,000 royal families?
In a world drowning in blog posts, videos, and AI-generated everything, content has never been more abundant—or more commoditized. So how do brands cut through the noise?
Today’s guest has a few thoughts on that—and more.
