CRM’s Storied Past
01 Apr 2022
The milestones that brought CRM to where it is now
CRM Has a History of Aspiration, Accomplishment, and Automation
01 Apr 2022
Analysts reflect on an industry that has seen many challenges overcome and others yet to be resolved.
Voice Biometrics Are Not 100 Percent Foolproof, but Steadily Improving
01 Apr 2022
The technology has holes, but is more efficient than traditional password security.
Productivity Tools Advance to Assist Remote Workforces
02 Mar 2022
Contact centers now have a wide assortment of tools to help agents work more efficiently, no matter where they are.
Keys to Keeping the Consumer Connection in a Digital World
02 Mar 2022
Customers have many options today, and keeping them engaged on the right channels might keep them coming back.
Sentiment Grows in Significance as COVID Surges
19 Jan 2022
Companies see renewed interest in gaining the most from customer feedback.
Bots Are Good, but They Can’t Do It Alone
30 Nov 2021
The best bots know when and how to hand off complex requests to humans.
A Road Map for Creating a Winning Mobile App
29 Sep 2021
Why companies need a mobile app today and how to create one.
The Best CRM Software, Solutions, and Innovators: The 2021 CRM Industry Awards
26 Aug 2021
Our 20th annual awards recognize the vendors that shined the brightest during the past year.
The Best CRM Software and Solutions: The 2021 CRM Industry Leader Awards
26 Aug 2021
Our top five picks in 10 categories point the way forward with the best products and capabilities hitting the market in customer service, marketing, and sales.
Six Top Innovating CRM Companies for 2021: The CRM Conversation Starters
26 Aug 2021
These vendors kept the industry abuzz with products, services, and integrations that add up to innovation in sales, marketing, and customer service.
The Best Contact Center Infrastructure: The 2021 CRM Industry Leader Awards
26 Aug 2021
The Best Contact Center Analytics: The 2021 CRM Industry Leader Awards
26 Aug 2021
The Best Workforce Optimization (WFO): The 2021 CRM Industry Leader Awards
26 Aug 2021
The Best Contact Center Outsourcing: The 2021 CRM Industry Leader Awards
26 Aug 2021
Amazon Web Services Connects More Channels with AI and Analytics: The 2021 CRM Conversation Starters
26 Aug 2021
AWS rolled out Contact Center Intelligence (CCI) to help companies add machine-learning-based intelligence to their contact centers.
Facebook Is Now Kustomer-Centric: The 2021 CRM Conversation Starters
26 Aug 2021
Facebook increasingly looks to help companies do business on its site and makes a larger push into social commerce.
Qualtrics Builds New Bridges for Customer Data and Feedback: The 2021 CRM Conversation Starters
26 Aug 2021
Qualtrics recently bought Clarabridge, a provider of omnichannel conversational analytics, for $1.1 billion.
Uniphore Pioneers Human and Machine Unification: The 2021 CRM Conversation Starters
26 Aug 2021
Uniphore's vision is to disrupt an outdated customer service model by bridging the gap between human and machine using voice, AI, and automation.
Zendesk Moves into a New Suite and New Markets: The 2021 CRM Conversation Starters
26 Aug 2021
Recent moves have transformed the San Francisco-based company into a full-featured CRM vendor, providing software-as-a-service products related to customer support, sales, and customer communications.