Best practices
Strategies, how-tos, and ideas to inspire you.
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8 min read
What is ITSM? The ultimate IT service management guide
What is ITSM? IT service management (ITSM) is a framework for delivering IT services to customers…
Article
5 min read
Inside Dutch Bros HR: Embracing failure to redefine employee service
What does it take to be one of the fastest-growing companies in the U.S.? It’s more…
Article
4 min read
How Canva closes the CX loop: 4 key steps
In just 10 years, Canva has scaled to serve 225 million customers each month. Their goal…
Article
13 min read
What is a human resources management system (HRMS)?
Human resources management system definition A human resource management system (HRMS) is a digital backbone for…
Article
5 min read
Human-centered AI for HR: what it is and why it matters
What is human-centered AI for HR? Human-centered AI for HR is an employee service (ES) solution…
Article
10 min read
16 ways to use AI for restaurants to cook up business success
AI in restaurants is transforming the food industry through smarter service and more streamlined operations. Explore the benefits and possibilities in our guide.
Article
5 min read
AI agentic workflows: The smarter AI that’s transforming CX
What are AI agentic workflows? An AI agentic workflow is a series of automated tasks managed…
Article
5 min read
Build a foundation for AI success: Why your knowledge base is key
This is part 4 of our AI Readiness series, designed to help CX organizations prepare to…
Article
7 min read
Workflow automation: What it is, benefits, and examples
What is workflow automation? Workflow automation accelerates traditional workflows, replacing manual effort with the automation of…
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Article
4 min read
The rise of Shadow AI in CX: 4 benefits to an integrated strategy
If your agents aren’t equipped with the right AI tools, there’s a strong chance they’re using…
Article
3 min read
What is chatbot automation? + Benefits and features
What is chatbot automation? Chatbot automation uses artificial intelligence (AI) to mimic human interactions and automate…
9 min read
Fintech chatbots: The benefits and uses of AI agents in finance
What is a fintech chatbot? A fintech chatbot is an AI-powered conversation tool that provides financial…
Article
5 min read
The next wave of AI agents is here: Are you ready to implement it?
This is part 3 of our AI Readiness series, designed to help CX organizations prepare to…
Article
2 min read
10 essential books and podcasts for CX leaders in 2026
Selected by our team of CX experts, these ten books and podcasts will provide both inspiration…
Article
6 min read
Voice AI’s big year — the secret to more scalable CX in 2026
Voice AI is taking center stage in 2026. According to our research, nearly 80 percent of…
Article
1 min read
10 essential books and podcasts for IT leaders in 2026
These 10 essential resources, curated by our team of experts, will help you design better employee…
Article
1 min read
10 essential books for HR leaders in 2026
These 10 books for HR leaders, curated by our team of experts, will help you enhance…
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