customer engagement

The ad experience most businesses still rely on—click an ad, land on a website, hope someone fills out a form—was designed for a different era. In 2026, that funnel is breaking down. Consumers don’t want to browse a website and wait for a callback. They want to ask a question and get an answer. Right…

Click-to-Message Ads. Social Commerce. Conversational AI. The new playbook for turning service into your highest-performing revenue channel. The Competitive Landscape Has Shifted A few years ago, standing out meant having a better product. That still matters. But in 2026, product quality is table stakes. What separates brands that grow from those that stall is the…

Updated for the AI era: why authentic reviews matter more than ever—and how to use them to drive measurable conversion lift. Reviews are no longer just a nice-to-have. They’re infrastructure. Consumers consult them before purchasing products, choosing restaurants, booking travel, downloading apps, and even evaluating employers. In 2026, this behavior is so deeply embedded that…

Modern customers expect to engage with brands in their own language. Whether browsing a knowledge base, reading product reviews, or messaging a service team, language access is now a core part of the customer experience. According to Salesforce’s State of the Connected Customer, 88% of consumers say the experience a company provides is as important…

A customer’s path to purchase is rarely as linear as those textbook sales funnel graphics would have you believe. Instead, the purchase journey is often full of twists and turns. And there are endless factors that influence what action a shopper takes next.  Today, one of those key factors is social media. In fact, as…

A practical guide to deploying AI agents across messaging channels in 2026 AI is no longer the emerging technology everyone is watching from the sidelines. It’s the operational backbone of how modern brands communicate with customers. In 2024, generative AI tools helped teams draft faster replies and summarize conversations. That was useful. But in 2026,…

The 800 number isn’t dead, but it’s no longer where your customers want to start a conversation. Salesforce’s seventh-edition State of the AI Connected Customer report, based on a survey of more than 16,500 consumers and business buyers, found that 73% of customers now feel brands treat them as unique individuals—up from just 39% in…

In 2023, businesses were still figuring out what to do with ChatGPT. In 2026, the question has shifted entirely. AI is no longer a curiosity or a side experiment. It’s embedded in how companies operate—across customer service, marketing, and reputation management. The numbers tell the story. Over one million businesses worldwide now use OpenAI’s products,…

AI is changing how shoppers discover products. Reviews and Q&A are now the fuel that powers those recommendations. Your brand puts serious effort into building products and experiences customers love. That work pays off—great products attract buyers and keep them around. But in 2026, doing that work once isn’t enough. Customer expectations shift constantly. New…