April’s HubSpot updates focused on reducing friction for your team and your customers. Here’s what you need to know. By Tyler Samani-Sprunk Published on June 3, 2026 “`html “` From a self-serve billing portal to AI that lives in Slack, HubSpot’s April 2026 releases push the platform deeper into the day-to-day workflows that … Continue reading Customer portals, more AI in HubSpot’s April update
Strong customer relationships are built through consistent actions, shared goals, and a genuine commitment to customer success. By Scott Hornstein Published on May 7, 2026 Without your customer’s deep and abiding trust, a long-term relationship simply isn’t possible. It builds confidence in your technology’s ability to deliver. It’s trust in you, the people … Continue reading How to earn customer trust in the age of AI
Marketing creates expectations that customer service must fulfill. When they don’t, acquisition gains turn into retention losses. By Shama Hyder February 11, 2026 A customer clicks on your perfectly crafted Instagram ad, lands on your conversion-optimized website and completes a purchase. Three days later, they need help with their order. They wait 10 minutes … Continue reading Why customer service determines the ROI of your marketing spend
February 08, 2026 AI didn’t kill customer support. It’s rebuilding it
October 10, 2025 Move from reactive to proactive customer service Customer experience is entering the sci-fi age: knowing and understanding customers on an individual level, providing personalized service, and dedicated moments. All of this is becoming possible thanks to technological innovation. And as it shifts, we’re moving beyond the age of reactive service, where customer … Continue reading Move from reactive to proactive customer service
Following the iOS 18 update, many more phones have RCS. Now marketers can reach these users with rich content. Chris Wood on November 13, 2024 Mobile experience company Sinch announced RCS features are now available in the Sinch Customer Dashboard, allowing marketers to integrate rich content into mobile message (SMS) campaigns. In the U.S., … Continue reading Sinch introduces RCS features in Customer Dashboard
Moving from traditional retention tactics to a respect-driven approach can actually build customer loyalty. Jay Mandel on November 14, 2024 Remember when your martech stack was manageable — maybe just one CRM platform paired with an email automation tool? Fast forward to today and your SaaS expenses ballooned. What began as a focused investment … Continue reading Why marketers must move from retention tactics to customer respect
Empathy in AI: The Future of Customer Service Vikrant Bhalodia / Last Updated: Nov 24, 2023 Artificial intelligence (AI) is revolutionizing the way we live our lives. From self-driving cars to virtual personal assistants like Siri and Alexa, AI technologies are increasingly integrated into our daily activities. One area where AI is proving particularly … Continue reading Empathy in AI: The Future of Customer Service
When COVID hit, Georgia’s government was overwhelmed by people wanting unemployment help. Fortunately the state’s Digital Services agency was ready. Constantine von Hoffman on July 31, 2023 When the U.S. shut down in response to COVID-19, many government agencies were overwhelmed by requests for help and information. One of those was Georgia’s Department of Labor … Continue reading How a customer service crisis drove the use of chatbots in Georgia
Three major clients reflect on their different journeys with Pega decisioning and customer service solutions. Kim Davis on June 23, 2023 As reflected at this month’s PegaWorld iNspire, Pega’s offerings range from back-office process automation to customer-facing real-time journey creation — all driven by AI. We sat down with three major Pega clients to understand … Continue reading Citi, Aflac and Verizon: Three different Pega journeys
