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CRM Integration

Customer Relationship Management (CRM) integration increases your CRM's value to your sales force by bringing in additional valuable customer lead data directly through various contact points like a company website or social media presence.

Features

Friction Mapping Moves to CRM to Spot Customer Pain Points

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

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.

Why Your Primary Focus Should Be on Customer Retention

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

Video Raises the Bar for CX Operations

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

ViewPoints

From Offer Eligibility to Customer Intelligence: A Data Maturity Playbook for AI-Ready Enterprises

Turn offer eligibility from a one-time conversion step into verified, permissioned customer intelligence that supports personalization, loyalty, and long-term growth.

Building CRM Around Product Ownership

Manufacturers should build customer data around product ownership instead of the initial sale, creating a stronger foundation for service, support, and long-term customer engagement.

Make Your CRM the First Compliance Checkpoint 

Automated, embedded compliance screening lets deals move at the pace they already do, without the blind spots.

The Pope Got Hung Up On. Your AI Stack Could Be Why.

The accountability gap the Pope describes is an AI architectural failure that will define the next phase of customer service AI.

Columns

The CX Leader’s Guide to 2027 Budget Planning: Invest to Scale Your AI Foundation

Build AI-powered CX systems that turn signals into consistent action.

7 Agentic AI Lessons We've Learned

Map out your processes and journeys now.

Bots Get Agency, You Get Monitored

The machine gets to be the agent. The person gets to be the backup plan.

Redesigning the Frontline Sales Manager Role for the AI Era

Sales managers should be the connective tissue between leadership and sellers.

Buyer's Guide Partners