Customer Service/Call Centers/Contact Centers > Insight

Customer Relationship Management (CRM) helps organizations deliver exceptional customer service and support. Good CRM tools and strategies enable call centers, contact centers, and customer support teams to be their most effective and ensure that all customer inquiries end with the best possible customer experience. Explore our latest news, analysis, and advice for customer service professionals at all levels.

Generative AI Can Improve Contact Centers

CCW Digital says genAI can "elevate nearly every facet of customer contact."

AI Named the Most Transformative Tech in 20 Years

ContactBabel lauds AI-powered agent assistance and chatbots.

5 Best Practices for Empathetic Experience Design

Companies need to design customer experiences that make emotional connections, Forrester says.

Required Reading: In a Competitive World, the Platform Makes the Difference

There's a playbook for winning with platforms, and it starts with a mindset.

Top AI Jobs Are CRM-Related

CRM pros need to stay ahead of the curve with AI advancements, research finds.

A Look Ahead at CRM in 2024

Industry players share their thoughts about what lies ahead for sales, marketing, and customer service.

Contact Centers Add Technology but Still Fall Short

CCW Digital finds that CX technologies have not changed CX delivery.

In 2024, Don’t Let Modest Budgets Create Complacency

Forrester urges CRM practitioners to focus investments on innovation and skills.

For Younger Consumers, It’s Self-Service or Nothing

Gen Z and Millennials tend to give up when self-service doesn't work.

CX for 2024 Offers Opportunities, Challenges

Forrester says that companies need to judiciously invest in and use generative AI and similar tech.

GenAI to Benefit Customer Service—Eventually

Generative AI is not yet ready for customer-facing use cases, Forrester asserts.

Generative AI Offers Significant Customer Success Benefits

Automated content creation can fuel growth without adding head count, Forrester finds.

IDC Offers a Framework for Developing a GenAI Strategy

AI requires a responsible policy position, strong architecture, and skilled staff, the IDC says.

Conversational AI Spending in Contact Centers to Rise

Gartner eyes huge spending increases this year and next on conversational AI and digital assistants.

62 Percent of Customer Service Handoffs Are High-Effort

Transitions between self-service and assisted channels lead to worse CX outcomes, Gartner finds.

Required Reading: The Experience Mindset Is All About a Balance

Companies that address both customer and employee experiences grow faster.

CX Quality Falls for Second Straight Year

While four in five business leaders say improving CX is a high priority, only 6 percent have seen an increase, Forrester finds.

CCW Digital Uncovers Critical Gaps in Customer Experience

CCW study on customer experience reveals an urgent need for companies to refocus on customer-centricity.

For Today's Customers, Less Is More

Consumers feel overwhelmed by too many choices, Forrester finds.

Only 8 Percent of Consumers Used Chatbots Recently

Despite growing investment in chatbots, customer adoption remains low, Gartner finds.