Table of Contents, June 2025

FEATURE ARTICLE
Extra! Extra! Advanced Tech Helps Newspaper!
By Brendan Read; Q&A with The Seattle Times
How technology investments improved service and remote work.

IDIOM INSIGHTS
Over and Out
By Kathleen M. Peterson
My best advice for Contact Centers.

CUSTOMER EXPERIENCE
The CX Buzzword Hall of Shame
By Shane Devitt
Terms that mean nothing but sound impressive.

METRICS
11 Most Valuable Metrics
By Manu Parhar
These will bolster CX, performance, and productivity.

MULTILINGUAL CX
Can AI Help Speak Customers’ Languages?
By Brendan Read; Q&A with Expert Panel
AI applications need humans as backups.

PERSONALIZATION
Are Customers (and Agents) Truly Different?
By Brendan Read; Q&A with Michael Wiesblatt
They may have far more in common despite generations, countries.

ARTIFICIAL INTELLIGENCE
The Personalization Imperative
By Patrick Martin
How AI is delivering personalized CXs.

SMBs
How to Deliver Excellent CXs
By Nicholas Clapper
Prioritizing on the “Big Four” elements.

GOVERNMENT CUSTOMER SERVICE
If/When Cuts Hit the Call Center...
By Jessica Petrie and Jim Katzman
Potential impacts of the Trump Administration's cost reductions.

CENTERS OF EXCELLENCE
The Journey to the New World of AI
By Pablo Sanchez
How Centers of Excellence can get you there.

CALL INTENT
Decoding Customer Desires
By Joe O’Brien
How call intent enables exceptional CXs.

BROWSERS
Why Contact Centers Must Embrace Enterprise Browsers
By Chris Albrecht
How enterprise browsers can enhance productivity and generate savings.