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Magazine Features

Is Social Customer Care Ready for a Comeback?

Customer service over social channels failed once, and it still needs work in version 2.0.

Conversational AI Moves from Service to Selling

Long a contact center staple, conversational intelligence is moving into sales, and there's lots of money on the table.

Emotion Detection in Marketing Is About to Go Mainstream

Technology to detect and analyze emotional states has advanced significantly in the past year alone.

B2B Marketplaces Capitalize on E-commerce Expansion

As much of the world moved online, all sorts of B2B marketplaces have cropped up, and now marketing on them is far easier.

As Contact Centers Become More Complex, Testing Grows in Importance

Tools to optimize customer service operations have grown in scale and depth of functionality.

Using ROAS to Maximize Your Limited Ad Dollars

Tools exist to provide insights into which channels and sites lead to conversions, but they require work.

How Reliable Is Your Contact Center's AI Guidance?

Determining whether companies can trust the next-best-step suggestions AI makes for agents.

Using AI to Make Marketing Resonate

Artificial intelligence can help determine which content and channels hit the mark.

Using AI to Boost Sales Forecast Accuracy

Effective sales predictions require the right data mixed with human intuition.

The Best Contact Center Outsourcing: The 2022 CRM Industry Leader Awards

The Best Marketing Automation Software and Solutions: The 2022 CRM Industry Leader Awards

The Best CRM Software, Solutions, and Innovators: The 2022 CRM Industry Awards

Our 21st annual awards recognize the vendors and innovators that stood out from the crowd during the past year.

The Best CRM Software and Solutions: The 2022 CRM Industry Leader Awards

Our top five picks in 11 categories point the way forward with the best products and capabilities hitting the market in customer service, marketing, and sales.

Five Top Innovating CRM Companies for 2022: The CRM Conversation Starters

These vendors kept the industry abuzz with products, services, and integrations that add up to innovation in sales, marketing, and customer service.

The Best Enterprise CRM Software and Solutions: The 2022 CRM Industry Leader Awards

The Best CRM for Midsize and Small Businesses: The 2022 CRM Industry Leader Awards

The Best Contact Center Infrastructure: The 2022 CRM Industry Leader Awards

The Best Contact Center Interaction Analytics: The 2022 CRM Industry Leader Awards

The Best Workforce Optimization/Engagement Management (WFO/WEM): The 2022 CRM Industry Leader Awards

The Best Business Intelligence and Analytics: The 2022 CRM Industry Leader Awards