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Your customers keep telling you they already told you something. They filled out the form. They explained the issue to your support team. They gave you their preferences. Then they have to start over when they reach the next department. You know this is broken, so does everyone else. But the question most organizations get […]

We’ve updated our page on Agentforce with details of the Agentforce Contact Center release. Since its launch at the Dreamforce conference in September 2024, Salesforce Agentforce changed the conversation around AI, customer experience and customer service. Shortly after the launch, Salesforce announced it was hiring more than 1,000 employees to meet the demand for Agentforce. 

Marketing campaigns often fail when the creative misses the mark. The product may be good and the targeting accurate, but the message doesn’t connect emotionally with the intended audience. Traditional creative testing has always been a bit of a guessing game. You show people your ad, ask them if they like it and hope their

I was traveling for work and used my credit card in two different states within 24 hours. That wasn’t typical for me, but it made sense given the route I was driving.  Apparently, the combination of multiple states and an unusual purchase pattern was enough to trigger my credit card to be declined at the

AI is already influencing how consumers discover products and make decisions. But a new global study from Klaviyo shows something marketers should pay closer attention to: usage is rising quickly, while trust is not. The “Klaviyo AI Persona Research,” based on a survey of nearly 8,000 consumers, found 60% now use AI tools at least

I’m sitting in the Las Vegas airport writing this. Looking around, I see a familiar sight — people trying just a little too hard to project youth and status. A woman with too many plastic surgeries wearing clothes designed for someone half her age. The guy next to her has a bad hair dye job,

Much of the marketing stack is priced and purchased as infrastructure, but many parts are actually coordination layers that AI can increasingly replicate. The shift introduced by AI is not collapsing the stack — it is repricing it. The misconception about large parts of the stack is that they’re priced and purchased as infrastructure. In

When people ask why AI has been so successful in code generation, the answer isn’t mysterious. Programming languages are structured systems. They have syntax, grammar, modularity, version control, testing protocols and shared conventions that engineers learn early and reinforce daily. Tasks can be decomposed, interfaces are defined and dependencies are explicit. When an AI model

Publishers have spent the past few years watching their traffic slide — in some cases by more than 50% from search alone — while AI systems ingest and summarize their content at scale. The imbalance has been obvious. The infrastructure to power AI is highly commercialized. The information feeding it is not. The IAB Tech

Consumers jumped on the AI search bandwagon soon after ChatGPT launched. Now, more than half of shoppers use AI as a research supplement, and nearly 20% are moving to AI-powered LLMs for all or most of their search needs.  Brands, on the other hand, are focusing on AI to power chat and customer experiences. That