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CRM Case Studies

First Financial Sees Financial Gains with Kasisto

AI-powered digital assistant drives 27 percent increase in new CDs

Heylo Manages Membership Money with Brevo

Payments and expanded CRM capabilities grow association business.

Pipeliner Hits the Mark for Ernest F. Mariani

Pipeliner provides the one CRM system Mariani's salespeople actually use.

Frontpoint Locks in a Better Customer Experience

Mavenoid helps Frontpoint Security overcome staffing challenges.

CRM Columns

The Business Case for Sales Technology Training

Your investment in sales enablement tools has to go beyond simply acquiring them.

CRM Embraces Financial Transactions Like Never Before

Pricing and payment processing are getting more integrated into CRM systems.

Generative AI Is Everywhere, but Will Consumers Ever Fully Understand It?

Due to distrust and a lack of understanding, consumer adoption of genAI is lagging.

Dispatches From CRM’s Front Lines

Deployments and training aren't always dry affairs.

Reports & Research

The State of AI in the Contact Center

NICE

Drive Results With AI-Powered CX Lower Costs, Boost Revenue, And Create Happy Customers

NICE

Forrester Generative AI Essentials for CX Leaders

NICE

CCW Report: Master the Complexity of Today’s Customer Experience Conversations

NICE

Not All AI Copilots Are Created Equal

NICE

Designing Your AI-Ready Business

NICE

Generative AI and the healthcare contact center of the future

Talkdesk

Creating a culture of compassion in retail contact centers

Talkdesk

The future of retail customer service: Interactive and unified

Talkdesk

Talkdesk 2024 CX in Banking survey: An industry benchmark

Talkdesk

The future of customer service in insurance

Talkdesk

The future of patient experience: Unifying interactions in healthcare

Talkdesk

Customer Operations For Dummies, 2nd ServiceNow Special Edition

ServiceNow

Deliver experiences customers crave: The 3 imperatives for leaders’ approach to CX in 2024

ServiceNow

Customer Experience (CX) Trends First Ed. - Customer service insights in the GenAI era

ServiceNow

Forrester: The Total Economic Impact™ of ServiceNow Field Service Management

ServiceNow

Driving success in field service with AI innovation

ServiceNow

The Forrester Wave™: Customer Service Solutions, Q1 2024

ServiceNow

IndustryWeek Ask the Expert: Gain an Edge with More Engaged Factory Employees (aka deskless worker)

ServiceNow

A manufacturing CHRO’s guide to elevating employee experiences while reducing costs

ServiceNow

Smart Industry Report: GenAI in Manufacturing - Employee engagement

ServiceNow