March 2026

Magazine Features

GEO Is Superseding SEO

Generative engine optimization demands a fundamental shift in marketing strategy.

Who Owns the Customer Experience?

The CRM tech stack is coming together, which complicates the ownership debate.

New PCI Enforcement Starts Later This Month

Companies have until March 31 to comply with new PCI data security measures.

Front Office

I Own My Own Experiences

No one department should have exclusive responsibility for the customer experience.

Reality Check

CX Solutions of the Future Will Have a Mind of Their Own

Agentic AI won't just think but act.

The Tipping Point

How Does CRM Affect Private Equity Investment?

Investors need a window into the health of a business.

The Last Line

Why Conversational Experience Orchestration Will Have Its Moment

Something needs to be at the helm making sense of customer experiences.

Customer Experience

Boosting CX Worker Productivity in the AI Age

Agentic AI combined with customer-facing human agents will transform service.

Insight

Almost All Consumers Check Online Reviews Before First-Time Purchases

Customer reviews remain a default trust signal, while skepticism around AI-generated content is reshaping buying. Plus: Consumers unsure how to protect their personal data, Clutch finds.

Businesses Turning to GenAI for Purchase Decisions

B2B buyers rely on genAI for purchase decisions, but back it with human intelligence.

Consumers Value Data Privacy but Don’t Feel Secure

Consumers remain unsure how to protect their personal data as breaches continue to rise, Clutch finds.

GenAI to Cost More Than Offshore Human Agents

Costs for genAI to resolve issues will exceed the costs for human agents by 2030, Gartner finds.

Opus Describes a New CRM Software Category

CXO is the next frontier in customer experience, Opus says.

REQUIRED READING: After-Sales Experiences Need Greater Priority

Post-sales activities position companies for deeper loyalty.

REAL ROI

LGG Industrial Increases Prospects, Efficiency with SugarSell

SugarCRM helped industrial supplies company streamline its sales processes.

SailPoint Sweeps Away Unneeded Sales Stages

Sweep helps the enterprise access platform provider revamp its sales environment