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	<title>CustomerThink</title>
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		<title>Synthetic Personas are a Compass, Not a Map</title>
		<link>https://customerthink.com/synthetic-personas-are-a-compass-not-a-map/</link>
					<comments>https://customerthink.com/synthetic-personas-are-a-compass-not-a-map/#respond</comments>
		
		<dc:creator><![CDATA[Diana Villalobos]]></dc:creator>
		<pubDate>Thu, 20 Aug 2026 06:17:49 +0000</pubDate>
				<category><![CDATA[Blog]]></category>
		<category><![CDATA[Customer Analytics]]></category>
		<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Editor's Pick]]></category>
		<category><![CDATA[Voice of Customer]]></category>
		<guid isPermaLink="false">https://customerthink.com/?p=1083159</guid>

					<description><![CDATA[The real question is not whether synthetic personas are useful or not. It is what kind of instrument they are, and whether you can safely navigate with them.]]></description>
		
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			<slash:comments>0</slash:comments>
		
		
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		<title>Touchpoint Goal Silos: 26 Bad CX Metrics Practices to Stop in 2026 (Part 7 of 9)</title>
		<link>https://customerthink.com/touchpoint-goal-silos-26-bad-cx-metrics-practices-to-stop-in-2026-part-7-of-9/</link>
					<comments>https://customerthink.com/touchpoint-goal-silos-26-bad-cx-metrics-practices-to-stop-in-2026-part-7-of-9/#respond</comments>
		
		<dc:creator><![CDATA[Lynn Hunsaker]]></dc:creator>
		<pubDate>Thu, 20 Aug 2026 06:03:06 +0000</pubDate>
				<category><![CDATA[Blog]]></category>
		<category><![CDATA[Chief Customer Officer]]></category>
		<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Editor's Pick]]></category>
		<category><![CDATA[Leadership]]></category>
		<category><![CDATA[Performance Metrics]]></category>
		<guid isPermaLink="false">https://customerthink.com/?p=1082705</guid>

					<description><![CDATA[Customer experience goals lift or limit business results — due to natural consequences of unsiloed or siloed thinking. A silo in business is anything that should be connected, but is not.]]></description>
		
					<wfw:commentRss>https://customerthink.com/touchpoint-goal-silos-26-bad-cx-metrics-practices-to-stop-in-2026-part-7-of-9/feed/</wfw:commentRss>
			<slash:comments>0</slash:comments>
		
		
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		<item>
		<title>Facebook Outranks Yelp for Automotive Service Reviews Across Every Generation, Alchemer Study Finds</title>
		<link>https://customerthink.com/facebook-outranks-yelp-for-automotive-service-reviews-across-every-generation-alchemer-study-finds/</link>
					<comments>https://customerthink.com/facebook-outranks-yelp-for-automotive-service-reviews-across-every-generation-alchemer-study-finds/#respond</comments>
		
		<dc:creator><![CDATA[News Editor]]></dc:creator>
		<pubDate>Thu, 20 Aug 2026 05:10:58 +0000</pubDate>
				<category><![CDATA[News]]></category>
		<guid isPermaLink="false">https://customerthink.com/?p=1083562</guid>

					<description><![CDATA[New automotive customer experience research reveals insights on consumer reviews, satisfaction ratings and emerging feedback channels for dealership service centers ]]></description>
		
					<wfw:commentRss>https://customerthink.com/facebook-outranks-yelp-for-automotive-service-reviews-across-every-generation-alchemer-study-finds/feed/</wfw:commentRss>
			<slash:comments>0</slash:comments>
		
		
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		<item>
		<title>Why You Shouldn’t Rely Too Much on Best Practices</title>
		<link>https://customerthink.com/why-you-shouldnt-rely-too-much-on-best-practices/</link>
					<comments>https://customerthink.com/why-you-shouldnt-rely-too-much-on-best-practices/#comments</comments>
		
		<dc:creator><![CDATA[David Dodd]]></dc:creator>
		<pubDate>Wed, 19 Aug 2026 06:46:23 +0000</pubDate>
				<category><![CDATA[Blog]]></category>
		<category><![CDATA[Digital Marketing]]></category>
		<guid isPermaLink="false">https://customerthink.com/?p=1083499</guid>

					<description><![CDATA[Many marketing leaders and frontline marketers have a &#8220;thing&#8221; for marketing best practices. And, it&#8217;s easy to understand why. Marketing success is difficult to achieve and even harder to sustain because the marketing environment is always changing and because it&#8217;s incredibly hard to predict what marketing methods and messages will resonate with potential buyers. Under [&#8230;]]]></description>
		
					<wfw:commentRss>https://customerthink.com/why-you-shouldnt-rely-too-much-on-best-practices/feed/</wfw:commentRss>
			<slash:comments>1</slash:comments>
		
		
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		<title>The Biblical Sales Force Part 8: Qualification</title>
		<link>https://customerthink.com/the-biblical-sales-force-part-8-qualification/</link>
					<comments>https://customerthink.com/the-biblical-sales-force-part-8-qualification/#respond</comments>
		
		<dc:creator><![CDATA[Dave Kurlan]]></dc:creator>
		<pubDate>Wed, 19 Aug 2026 06:31:06 +0000</pubDate>
				<category><![CDATA[Blog]]></category>
		<category><![CDATA[Performance Metrics]]></category>
		<category><![CDATA[Sales Performance]]></category>
		<guid isPermaLink="false">https://customerthink.com/?p=1083501</guid>

					<description><![CDATA[The Gospel reading on a recent Sunday Mass was from Matthew 15:28. A Gentile woman asks Jesus to heal her daughter. He initially denies her. She is outside his ideal “customer” profile. After she demonstrates the depth of her faith, he heals the girl. She was not a marketing-qualified lead. She wanted what he offered, [&#8230;]]]></description>
		
					<wfw:commentRss>https://customerthink.com/the-biblical-sales-force-part-8-qualification/feed/</wfw:commentRss>
			<slash:comments>0</slash:comments>
		
		
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		<item>
		<title>The Anti-Fluff Leadership Blueprint for Exhausted Execs</title>
		<link>https://customerthink.com/the-anti-fluff-leadership-blueprint-for-exhausted-execs/</link>
					<comments>https://customerthink.com/the-anti-fluff-leadership-blueprint-for-exhausted-execs/#respond</comments>
		
		<dc:creator><![CDATA[News Editor]]></dc:creator>
		<pubDate>Wed, 19 Aug 2026 03:25:09 +0000</pubDate>
				<category><![CDATA[News]]></category>
		<guid isPermaLink="false">https://customerthink.com/?p=1083540</guid>

					<description><![CDATA[No Consulting Upsells, No Fluff: 5-Time Inc. 5000 Executive Rewrites the Leadership Playbook for a Disruptive Era]]></description>
		
					<wfw:commentRss>https://customerthink.com/the-anti-fluff-leadership-blueprint-for-exhausted-execs/feed/</wfw:commentRss>
			<slash:comments>0</slash:comments>
		
		
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		<item>
		<title>Your Dashboard Says Everything Is Fine. AI Search Says Otherwise.</title>
		<link>https://customerthink.com/your-dashboard-says-everything-is-fine-ai-search-says-otherwise/</link>
					<comments>https://customerthink.com/your-dashboard-says-everything-is-fine-ai-search-says-otherwise/#respond</comments>
		
		<dc:creator><![CDATA[Katie Artz]]></dc:creator>
		<pubDate>Wed, 19 Aug 2026 03:22:59 +0000</pubDate>
				<category><![CDATA[Blog]]></category>
		<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Customer Journey]]></category>
		<category><![CDATA[Digital Marketing]]></category>
		<category><![CDATA[Editor's Pick]]></category>
		<category><![CDATA[Enterprise Technology]]></category>
		<guid isPermaLink="false">https://customerthink.com/?p=1083494</guid>

					<description><![CDATA[AI is changing the customer journey faster than companies can measure it. How can leaders find the ground truth and build an advantage in AI search before the rest of the market catches on?]]></description>
		
					<wfw:commentRss>https://customerthink.com/your-dashboard-says-everything-is-fine-ai-search-says-otherwise/feed/</wfw:commentRss>
			<slash:comments>0</slash:comments>
		
		
			</item>
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		<title>The Top 7 SMS Marketing Platforms for 2026</title>
		<link>https://customerthink.com/the-top-7-sms-marketing-platforms-for-2026/</link>
					<comments>https://customerthink.com/the-top-7-sms-marketing-platforms-for-2026/#respond</comments>
		
		<dc:creator><![CDATA[Jeremy Boudinet]]></dc:creator>
		<pubDate>Tue, 18 Aug 2026 22:48:04 +0000</pubDate>
				<category><![CDATA[Blog]]></category>
		<category><![CDATA[Digital Marketing]]></category>
		<category><![CDATA[Enterprise Technology]]></category>
		<guid isPermaLink="false">https://customerthink.com/?p=1083350</guid>

					<description><![CDATA[Texting your customers in 2026 is no longer optional. From eCommerce businesses to restaurants to enterprise tech companies, the rise of text SMS marketing as a crucial channel in customer communications strategies is being well-documented. The old vanguards of customer communication &#8211; email marketing, phone systems, social media, etc &#8211; still play an important role [&#8230;]]]></description>
		
					<wfw:commentRss>https://customerthink.com/the-top-7-sms-marketing-platforms-for-2026/feed/</wfw:commentRss>
			<slash:comments>0</slash:comments>
		
		
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		<item>
		<title>Talkdesk transforms the bank branch into an AI-powered advisory hub</title>
		<link>https://customerthink.com/talkdesk-transforms-the-bank-branch-into-an-ai-powered-advisory-hub/</link>
					<comments>https://customerthink.com/talkdesk-transforms-the-bank-branch-into-an-ai-powered-advisory-hub/#respond</comments>
		
		<dc:creator><![CDATA[News Editor]]></dc:creator>
		<pubDate>Tue, 18 Aug 2026 22:16:59 +0000</pubDate>
				<category><![CDATA[News]]></category>
		<guid isPermaLink="false">https://customerthink.com/?p=1083529</guid>

					<description><![CDATA[New solution that transforms the bank branch into a connected extension of the customer journey]]></description>
		
					<wfw:commentRss>https://customerthink.com/talkdesk-transforms-the-bank-branch-into-an-ai-powered-advisory-hub/feed/</wfw:commentRss>
			<slash:comments>0</slash:comments>
		
		
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		<title>PolyAI launches direct integration with Epic, with PDS Health among the first to deploy at scale</title>
		<link>https://customerthink.com/polyai-launches-direct-integration-with-epic-with-pds-health-among-the-first-to-deploy-at-scale/</link>
					<comments>https://customerthink.com/polyai-launches-direct-integration-with-epic-with-pds-health-among-the-first-to-deploy-at-scale/#respond</comments>
		
		<dc:creator><![CDATA[News Editor]]></dc:creator>
		<pubDate>Tue, 18 Aug 2026 22:16:03 +0000</pubDate>
				<category><![CDATA[News]]></category>
		<guid isPermaLink="false">https://customerthink.com/?p=1083533</guid>

					<description><![CDATA[New integration means no middleware, lower latency, and AI agents built to suit any enterprise’s unique workflows]]></description>
		
					<wfw:commentRss>https://customerthink.com/polyai-launches-direct-integration-with-epic-with-pds-health-among-the-first-to-deploy-at-scale/feed/</wfw:commentRss>
			<slash:comments>0</slash:comments>
		
		
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		<title>De-Risking the B2B Buyer Journey in the Age of AI</title>
		<link>https://customerthink.com/de-risking-the-b2b-buyer-journey-in-the-age-of-ai/</link>
					<comments>https://customerthink.com/de-risking-the-b2b-buyer-journey-in-the-age-of-ai/#respond</comments>
		
		<dc:creator><![CDATA[Julie Thomas]]></dc:creator>
		<pubDate>Sat, 15 Aug 2026 06:07:01 +0000</pubDate>
				<category><![CDATA[Blog]]></category>
		<category><![CDATA[Editor's Pick]]></category>
		<category><![CDATA[Sales Performance]]></category>
		<guid isPermaLink="false">https://customerthink.com/?p=1083294</guid>

					<description><![CDATA[To be relevant today, sellers must shift efforts toward closing the gap between information and trust. Get that right, and you become something AI can't replicate: a steady source of confidence in a time when decisions feel riskier than ever.]]></description>
		
					<wfw:commentRss>https://customerthink.com/de-risking-the-b2b-buyer-journey-in-the-age-of-ai/feed/</wfw:commentRss>
			<slash:comments>0</slash:comments>
		
		
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		<item>
		<title>When “I Don’t Know Yet” Is Better Customer Service Than a Confident Answer</title>
		<link>https://customerthink.com/when-i-dont-know-yet-is-better-customer-service-than-a-confident-answer/</link>
					<comments>https://customerthink.com/when-i-dont-know-yet-is-better-customer-service-than-a-confident-answer/#respond</comments>
		
		<dc:creator><![CDATA[Jaci Turner]]></dc:creator>
		<pubDate>Fri, 14 Aug 2026 20:46:07 +0000</pubDate>
				<category><![CDATA[Blog]]></category>
		<category><![CDATA[Customer Loyalty]]></category>
		<category><![CDATA[Editor's Pick]]></category>
		<category><![CDATA[Enterprise Technology]]></category>
		<category><![CDATA[Service and Support]]></category>
		<guid isPermaLink="false">https://customerthink.com/?p=1083427</guid>

					<description><![CDATA[As AI makes it easier to produce confident language at scale, organizations will need to become more disciplined about a simple question: Has that confidence actually been earned?]]></description>
		
					<wfw:commentRss>https://customerthink.com/when-i-dont-know-yet-is-better-customer-service-than-a-confident-answer/feed/</wfw:commentRss>
			<slash:comments>0</slash:comments>
		
		
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		<item>
		<title>Why More Dashboards Aren’t Producing Better CPG Decisions</title>
		<link>https://customerthink.com/why-more-dashboards-arent-producing-better-cpg-decisions/</link>
					<comments>https://customerthink.com/why-more-dashboards-arent-producing-better-cpg-decisions/#respond</comments>
		
		<dc:creator><![CDATA[Denyse Drummond-Dunn]]></dc:creator>
		<pubDate>Fri, 14 Aug 2026 08:14:31 +0000</pubDate>
				<category><![CDATA[Blog]]></category>
		<category><![CDATA[Customer Analytics]]></category>
		<category><![CDATA[Editor's Pick]]></category>
		<category><![CDATA[Enterprise Technology]]></category>
		<guid isPermaLink="false">https://customerthink.com/?p=1082872</guid>

					<description><![CDATA[Most CPG companies have never had as much information about their performance as they do today. That should make decisions easier, but often it doesn't.]]></description>
		
					<wfw:commentRss>https://customerthink.com/why-more-dashboards-arent-producing-better-cpg-decisions/feed/</wfw:commentRss>
			<slash:comments>0</slash:comments>
		
		
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		<title>Customer Immersion Program: What It Is – And Why Your Company Needs One</title>
		<link>https://customerthink.com/customer-immersion-program-what-it-is-and-why-your-company-needs-one/</link>
					<comments>https://customerthink.com/customer-immersion-program-what-it-is-and-why-your-company-needs-one/#respond</comments>
		
		<dc:creator><![CDATA[Annette Franz]]></dc:creator>
		<pubDate>Fri, 14 Aug 2026 07:14:00 +0000</pubDate>
				<category><![CDATA[Blog]]></category>
		<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Editor's Pick]]></category>
		<category><![CDATA[Voice of Customer]]></category>
		<guid isPermaLink="false">https://customerthink.com/?p=1083068</guid>

					<description><![CDATA[In far too many organizations, decisions are made in boardrooms, far removed from the reality of the customer. Metrics are dissected. Dashboards are studied. Yet somehow, the real customer experience gets lost in translation.]]></description>
		
					<wfw:commentRss>https://customerthink.com/customer-immersion-program-what-it-is-and-why-your-company-needs-one/feed/</wfw:commentRss>
			<slash:comments>0</slash:comments>
		
		
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		<title>Creatio’s AI CRM: Who Gets to Build the Next Agent?</title>
		<link>https://customerthink.com/creatios-ai-crm-who-gets-to-build-the-next-agent/</link>
					<comments>https://customerthink.com/creatios-ai-crm-who-gets-to-build-the-next-agent/#respond</comments>
		
		<dc:creator><![CDATA[Thomas Wieberneit]]></dc:creator>
		<pubDate>Fri, 14 Aug 2026 06:18:19 +0000</pubDate>
				<category><![CDATA[Blog]]></category>
		<category><![CDATA[Enterprise Technology]]></category>
		<guid isPermaLink="false">https://customerthink.com/?p=1083408</guid>

					<description><![CDATA[Every AI CRM vendor selling into 2026 has an AI agent story by now. The differentiator is no longer whether agents exist, but who is allowed to build the next one, how long that takes, and what happens to the bill once it works. For decades, CRM has promised growth and mostly delivered data entry, [&#8230;]]]></description>
		
					<wfw:commentRss>https://customerthink.com/creatios-ai-crm-who-gets-to-build-the-next-agent/feed/</wfw:commentRss>
			<slash:comments>0</slash:comments>
		
		
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		<title>What If Scale Is Now the Biggest Weakness in BPO?</title>
		<link>https://customerthink.com/what-if-scale-is-now-the-biggest-weakness-in-bpo/</link>
					<comments>https://customerthink.com/what-if-scale-is-now-the-biggest-weakness-in-bpo/#respond</comments>
		
		<dc:creator><![CDATA[Matt Fry]]></dc:creator>
		<pubDate>Fri, 14 Aug 2026 06:12:24 +0000</pubDate>
				<category><![CDATA[Blog]]></category>
		<category><![CDATA[Contact Center]]></category>
		<category><![CDATA[Enterprise Technology]]></category>
		<category><![CDATA[Service and Support]]></category>
		<guid isPermaLink="false">https://customerthink.com/?p=1082819</guid>

					<description><![CDATA[The companies built on tens and hundreds of thousands of billable agents now face a brutal question: can they survive a market that wants outcomes, automation, and flexibility instead of headcount? CC Photo by Andy Dutton A Shift Bigger Than BPO There is a structural shift taking place in the services provided by business process [&#8230;]]]></description>
		
					<wfw:commentRss>https://customerthink.com/what-if-scale-is-now-the-biggest-weakness-in-bpo/feed/</wfw:commentRss>
			<slash:comments>0</slash:comments>
		
		
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		<title>The Sales Process Scramble</title>
		<link>https://customerthink.com/the-sales-process-scramble/</link>
					<comments>https://customerthink.com/the-sales-process-scramble/#respond</comments>
		
		<dc:creator><![CDATA[Dave Kurlan]]></dc:creator>
		<pubDate>Fri, 14 Aug 2026 05:49:23 +0000</pubDate>
				<category><![CDATA[Blog]]></category>
		<category><![CDATA[Sales Performance]]></category>
		<guid isPermaLink="false">https://customerthink.com/?p=1082990</guid>

					<description><![CDATA[The thing I hear more than any other from salespeople I train or coach is, “How did you know?” I always know. Every time. Or “I never considered that!” But I have – I’ve seen everything. Nothing in sales can surprise me. So most people think I’m this super smart person who knows everything. The [&#8230;]]]></description>
		
					<wfw:commentRss>https://customerthink.com/the-sales-process-scramble/feed/</wfw:commentRss>
			<slash:comments>0</slash:comments>
		
		
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		<title>CallRail Launches Real-Time Lead Qualification and Intelligent Call Transfers in Voice Assist</title>
		<link>https://customerthink.com/callrail-launches-real-time-lead-qualification-and-intelligent-call-transfers-in-voice-assist/</link>
					<comments>https://customerthink.com/callrail-launches-real-time-lead-qualification-and-intelligent-call-transfers-in-voice-assist/#respond</comments>
		
		<dc:creator><![CDATA[News Editor]]></dc:creator>
		<pubDate>Fri, 14 Aug 2026 03:02:41 +0000</pubDate>
				<category><![CDATA[News]]></category>
		<guid isPermaLink="false">https://customerthink.com/?p=1083411</guid>

					<description><![CDATA[Custom AI Agents Now Qualify Callers, Route Leads, and Brief Teams Before Every Transfer, Giving Businesses Time Back and Customers a Better Experience  ]]></description>
		
					<wfw:commentRss>https://customerthink.com/callrail-launches-real-time-lead-qualification-and-intelligent-call-transfers-in-voice-assist/feed/</wfw:commentRss>
			<slash:comments>0</slash:comments>
		
		
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		<title>SurveyMonkey launches plugin in ChatGPT to bring real human feedback into AI workflows</title>
		<link>https://customerthink.com/surveymonkey-launches-plugin-in-chatgpt-to-bring-real-human-feedback-into-ai-workflows/</link>
					<comments>https://customerthink.com/surveymonkey-launches-plugin-in-chatgpt-to-bring-real-human-feedback-into-ai-workflows/#respond</comments>
		
		<dc:creator><![CDATA[News Editor]]></dc:creator>
		<pubDate>Thu, 13 Aug 2026 07:05:42 +0000</pubDate>
				<category><![CDATA[News]]></category>
		<guid isPermaLink="false">https://customerthink.com/?p=1083351</guid>

					<description><![CDATA[Plugin lets teams bring real customer, employee, and market feedback directly into ChatGPT, allowing them to create surveys, analyze responses, and make better-informed decisions without leaving the conversation.]]></description>
		
					<wfw:commentRss>https://customerthink.com/surveymonkey-launches-plugin-in-chatgpt-to-bring-real-human-feedback-into-ai-workflows/feed/</wfw:commentRss>
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		<title>SugarAI Ranked No. 1 in New CRM – Midmarket Data Quadrant Report, Based on Verified Customer Feedback</title>
		<link>https://customerthink.com/sugarai-ranked-no-1-in-new-crm-midmarket-data-quadrant-report-based-on-verified-customer-feedback/</link>
					<comments>https://customerthink.com/sugarai-ranked-no-1-in-new-crm-midmarket-data-quadrant-report-based-on-verified-customer-feedback/#respond</comments>
		
		<dc:creator><![CDATA[News Editor]]></dc:creator>
		<pubDate>Thu, 13 Aug 2026 07:04:49 +0000</pubDate>
				<category><![CDATA[News]]></category>
		<guid isPermaLink="false">https://customerthink.com/?p=1083347</guid>

					<description><![CDATA[Sugar Sell earns highest composite score and top recognition for business value, support, implementation, features, management, user experience, and product strategy in the Info-Tech Research Group report]]></description>
		
					<wfw:commentRss>https://customerthink.com/sugarai-ranked-no-1-in-new-crm-midmarket-data-quadrant-report-based-on-verified-customer-feedback/feed/</wfw:commentRss>
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