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CRM Case Studies

OnPeak Sharpens Its Customer Service Skills

The hotel event booking provider reduced costs with Sharpen Technologies

Helpshift Aids VCA in Pet Wellness

Mobile app and chat feature drive successful outcomes for vet care provider

Georgia Tech Strengthens Athletic Department with SalesLoft

Sales and fan engagement increase for the college sports powerhouse

Rakuten Marketing Delivers Campaign Success for JanSport

During JanSport's Disney-themed product launch, Rakuten increased brand awareness, customer acquisition, and site performance

CRM Columns

Are Grocery Services Profitably Delivering on Customer Experience?

The last mile of direct-to-consumer supply chain is challenging

Put Customer Insights at the Center of Business Transformation

Digital transformation initiatives are still giving customers short shrift

The GDPR Needs to Have Its Teeth Sharpened

To not follow through on the enforcement side does everyone a disservice

How Chatbots Can Create a New Kind of Agent

Conversational AI will change customer service, and humans will still matter

Reports & Research

Make Your CX Efforts Sing with Channel Orchestration

[white paper]: TTEC

Building Workplace Diversity with a Desktop Robot for Every Employee


[eBook] An Easy 4-Step Process to Clean Your Data and Spark Revenue


Forecasting with Artificial Intelligence


2019 Survey Results on Challenges Facing Contact Center IT and Compliance Professionals


A Complete Guide to Pricing IT Services


Field Service in the Cloud: How DISH Network Delivers Tomorrow's Field Service, Today


The Next Generation of B2B Purchasing: Millennials, Marketplaces and Digital Buying Preferences