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.
Marketers Move to Chart Journeys in Real Time
Speed becomes an essential element of customer journey analytics.
Contact Center Infrastructure: It's Time to Assess Your Tools and Technology
Weigh your capabilities, identify weaknesses, and implement multichannel solutions that keep pace with industry standards and consumer expectations.
Field Service Goes High Tech Amid the Pandemic
Advances allow for remote service delivery and better customer interactions
For Contact Centers, Going Remote Wasn’t Easy, but Opportunities Emerged
Companies looking to continue with work-from-home models need to continue focusing on security, quality assurance, and training
For Better Customer Service, Look into the Future
Companies can anticipate and address needs in advance with the right data, technology, and personnel
Use Digital Platforms to Drive In-Store Traffic, and Vice Versa
Online and offline environments are no longer competitors for the same retail customers
Math Meets Marketing with Statistical Models
Modeling is key to marketing success, but the data needs to be better
Co-Browsing Gains as a Service Tool
COVID and the shutdowns bring a rise in technology alternatives to in-person service interactions
The Best CRM Software, Solutions, and Innovators: The 2020 CRM Industry Awards
Our 19th annual awards recognize the vendors that shone the brightest during the past year.
The Best CRM Software and Solutions: The 2020 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 sales, marketing, and customer service.
Seven Top Innovating CRM Companies for 2020: The CRM Rising Star Awards
These vendors provide the products, services, and integrations that add up to innovation in sales, marketing, and customer service.
The Best Contact Center Infrastructure: The 2020 CRM Industry Leader Awards
The Best Contact Center Analytics: The 2020 CRM Industry Leader Awards
The Best Workforce Optimization (WFO): The 2020 CRM Industry Leader Awards
The Best Contact Center Outsourcing: The 2020 CRM Industry Leader Awards
Kustomer Offers a New Approach to Customer Information: The 2020 CRM Rising Star Awards
Providing a deep level of service automation
LivePerson Brings Conversational AI to Life: The 2020 CRM Rising Star Awards
Carving a niche in conversational commerce and AI