Big Data CRM Articles, Analysis, and News

Friction Mapping Moves to CRM to Spot Customer Pain Points

Customer journey technology evolves to home in on customer service breakdowns.

Phillip Britt // 06 Jul 2026

Dynamic Content Delivery Fuels the Ultimate Hyper-Personalization

Content is still king, but only when it meets the right customer at the right time and place.

Phillip Britt // 06 Jul 2026

Why Your Primary Focus Should Be on Customer Retention

The shift away from new customer acquisition is finally taking hold.

Linda Pophal // 06 Jul 2026

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

AI in CRM: Where Security Risks Are Hiding

As AI agents gain autonomy inside CRM platforms, cybercriminals are exploiting hidden security risks to turn trusted CX automation into a silent gateway for customer data theft.

Beverly Nevalga // 28 Jul 2026

The Global Content Playbook: Why Brands Need Cultural Intelligence to Avoid Customer Experience Missteps

As AI enables brands to scale global content creation faster, cultural intelligence is emerging as a strategic driver to ensure multilingual content is not only linguistically accurate, but also culturally relevant.

Melissa McMahon // 22 Jul 2026

Fraud Is a Revenue Problem and Your CRO Should Own It

Fraud is more than just a security failure; it is a revenue leak. Companies need to start treating it that way.

Johannes Hoech // 20 Jul 2026

Good Data Privacy Stewardship Is a Competitive Advantage for B2B Marketers

Companies that prioritize data privacy act with integrity and discipline, which carries over to other parts of the organization.

Karie Burt // 17 Jul 2026

Front Office

The Debate Around Dynamic Capabilities

Dynamic pricing models might be unfair, but what's a lot less ambiguous is how companies can use CRM data to dynamically alter other aspects of the customer experience.

Leonard Klie // 13 Jul 2026