Bots Are Good, but They Can’t Do It Alone
The best bots know when and how to hand off complex requests to humans.
A Road Map for Creating a Winning Mobile App
Why companies need a mobile app today and how to create one.
The Best CRM Software, Solutions, and Innovators: The 2021 CRM Industry Awards
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
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
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
The Best Contact Center Analytics: The 2021 CRM Industry Leader Awards
The Best Workforce Optimization (WFO): The 2021 CRM Industry Leader Awards
The Best Contact Center Outsourcing: The 2021 CRM Industry Leader Awards
Amazon Web Services Connects More Channels with AI and Analytics: The 2021 CRM Conversation Starters
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
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
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
Uniphore's vision is to disrupt an outdated customer service model by bridging the gap between human and machine using voice, AI, and automation.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
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.
Five9 Acquisition Turns Zoom into a Full Business Communications Company: The 2021 CRM Conversation Starters
With Zoom's Five9 acquisition, the company looks to build the customer engagement platform of the future.
The Leading Companies and Hottest Trends and Technologies in Customer Service, Marketing, and Sales: The 2021 CRM Top 100
CRM presents its third annual rundown of the leading companies and hottest trends in customer relationship management.
The Top Customer Service Trends: Digital Channels Overtake Service Options
Despite interactions moving online, the human connection is still vital.
Natural Language Works with More Than IVRs
Companies with high interaction volume can look to natural language understanding to help with the surge.
Tips for Battling Bias in AI-Based Personalization
Being aware of human flaws could lessen the chance of them becoming damaging technology flaws
Engagement Hubs Put Customers at the Center
CEH technology emerges to connect multiple customer-facing systems.