-->
Big Data CRM

Integrating big data analysis, tools, and techniques into customer relationship management (CRM) can help organizations radically improve customer service and enhance the customer experience. Explore the latest tools, news, analysis, and advice on big data CRM.

Features
More

AI Copilots Could Fix What SFA Got Wrong

Artificial intelligence is eliminating the busy work that previous sales force automation couldn't handle.

Linda Pophal // 01 Jun 2026

Tips for Protecting Against Retail Cyberattacks

Keeping retail data networks safe is an all-hands-on-deck endeavor.

Phillip Britt // 01 Jun 2026

Keeping Customer Data More Secure with AI

AI might have the best chance of catching data threats at the hands of AI.

Phillip Britt // 30 Apr 2026

Video Raises the Bar for CX Operations

Video customer service tools abound, and we break down some of them here.

Phillip Britt // 30 Apr 2026
ViewPoints
More

Dynamic Customer Journeys Need to Outgrow Campaign Thinking

Customer journeys rarely unfold in an orderly fashion; they're shaped by intent, timing, behavior, friction, and feedback as they happen.

Onur Alp Soner // 22 Jun 2026

Where Brand Loyalty Actually Gets Built

Habit drives more decisions than marketers think.

Michael Blanche // 18 Jun 2026

The New AI Risk for Marketers: Flawlessly Bad Decisions, Beautifully Integrated

Agentic AI is increasingly shaping CRM automation and customer engagement. But while the technology has improved, strong outputs are often built on flawed judgment.

Stu Sjouwerman // 12 Jun 2026

How Generation Alpha Will Rewrite the Rules of Customer Relationships

It's the end of anonymous loyalty: Generation Alpha will make traditional loyalty obsolete by expecting brands to earn trust from day one.

Lara Compton // 28 May 2026
News
Insight
Columns
More

The Pope, a Contact Center Fail, and AI

It's highly likely that the next time the pope needs to call his bank, he will be speaking to an AI agent.

Leonard Klie // 17 Jun 2026

The Agentic AI Platform Wars

Everyone wants to be the central hub where enterprise data, processes, and AI converge.

Donna Fluss // 21 May 2026

The CCaaS Opportunity Ahead: How Vendors Can Lead the Next Wave

Contact center-as-a-service solutions remain a core platform, but their roles are evolving

Donna Fluss // 14 Apr 2026

AI Empowerment in Practice: Spotlight on Retail

A clothing and accessories firm gets a boost from an AI-powered CX platform.

Nancy Jamison // 27 Apr 2026
Case Studies
Reports & Research
Buyer's Guide Partners