New marketing tech provides a pathway to better one-to-one outreach.
Linda Pophal //
01 Oct 2025
Customer self-service is better today, but it takes effort to use it successfully.
Phillip Britt //
01 Oct 2025
Tools emerge to ensure incoming contact center agents have the right attributes.
Phillip Britt //
01 Oct 2025
Our 24th annual awards recognize the vendors and innovators that shone the brightest in the past year.
the Editors //
02 Sep 2025
Miss one customer moment in your CRM, and the domino effect can cost you loyalty, efficiency, and revenue.
Tony Morrison //
14 Oct 2025
Agentic AI is enabling autonomous support, help for human agents with complex queries, and real-time insights into customer behavior, which all adds up to a great CX.
Ellie Crawford //
08 Oct 2025
Stakeholders want to know if they're getting the most out of marketing spend. That's why more teams now say revenue is their main KPI.
Matt Hummel //
29 Sep 2025
In CRM and marketing, the "mini-singularity" already happening is the automation of decision making. But marketers will still be held accountable for outcomes.
David Hardy //
25 Sep 2025
Humans still need to be in the loop. Plus: We fondly remember a visionary colleague.
Leonard Klie //
03 Oct 2025
Most sales organizations have yet to see significant improvements in seller performance from AI.
Melissa Hilbert //
19 Sep 2025
Highly effective tiny teams will be nimbler than the legacy behemoths.
R "Ray" Wang //
02 Oct 2025
There are simple fixes that are surprisingly effective.
Ian Jacobs //
12 Sep 2025