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CRM Case Studies

MaritzCX Energizes Reliant’s Customer Experience

The company has experienced success by adopting a customer-centric DNA

Diane von Furstenberg Raises Revenue with Personalization

After an online overhaul, Qubit Pro and Qubit Aura were used to create seamless multichannel visitor journeys

Vertafore Ensures Great CX with NewVoiceMedia

The insurance software company has raised CSAT scores, reduced hold times, and increased chat interactions

GardaWorld Freshens Its Service Capabilities

Freshworks helps the armored car services provider keep the money moving

CRM Columns

6 Steps for Creating and Leveraging a Digital Assessment

Here's how to ready your organization for digital leadership

Speech Recognition Is Not Speech Understanding

Companies and contact centers strive to communicate with customers across countries and languages, but are their efforts getting lost in [machine] translation?

Making Sense of the Acronym-Laden Industry

Companies can now use an API to incorporate AI into their KPI, all to get more ROI and provide a better UX.

With AI for Sales, Familiarity Breeds Respect

The more sales professionals look at AI for sales, the more they like what they see

Reports & Research

How Engagement is the Path to ROI Growth


3 Ways to Deliver Data-Driven, Personalized Support


How to Make Money in the Cloud


Truckstop.com case study

Glance Networks

Intuit case study

Glance Networks

The Art of the Perfect Sales Proposal


What's the Crucial Differentiator for Customer Experience?


Forrester TEI: Business Value of ServiceNow Customer Service Management


Driving Radical Customer Service Innovation


The Road to Transforming the Customer Service Experience


Make Journey Mapping Your Secret to Outstanding Customer Service


ABERDEEN STUDY: Four Transformative Best Practices for Future-Ready Customer Service Experiences