What Lies Ahead for CRM?

CRM industry insiders share their predictions for 2020.

Gartner Survey Finds Self-Service Insufficient

The self-service shortfall comes at a time when the cost differences between self-service channels, like company-run websites and mobile apps, and agent-assisted channels, like phone, email, and chat, are very substantial and continue to widen.

Mobile-Friendly Websites Are Now Essential

The need for mobile access is greater than ever, but research shows that most sites miss the mark

On the Scene—CRM Evolution: CRM Still Faces Challenges, Most Speakers Agree

CRM systems have been around for decades, but interoperability and data silos still have to be overcome

The 3 Stages of Personalization

Gartner lays out the keys for personalization to help companies deliver helpful and relevant messages

What Will 2019 Bring for CRM?

Industry insiders share their predictions for the coming year

Mobile Ad Spending to Continue Gains

Video will be a major factor in mobile ad spending growth, Forrester Research finds

Google Starts Blocking Intrusive Ads

Mobile and web ads that violate the Coalition for Better Ads standards are subject to removal from Chrome

Companies Are Content with Content Marketing

Revenue growth is being driven by efforts to engage with increasingly hard-to-reach audiences

The 5 Ways Mobile Will Impact Retail

Mobile technologies will take employees out of back rooms and put them on the floor

Will Apple's Smart Watch Boost Business?

The wearable device can track users' movements, prompting interest from marketers.

Snapchat Is All Grown Up and Ready for Marketers

The app delivers unique ad experiences through Brand Story and Discover platforms.

Mobile Sales Force Automation Apps Are Set to Soar

As prepackaged SFA solutions are made easily available, businesses are expected to increase adoption.

Can Chat Apps Stimulate Mobile Commerce?

With applications from Line and WeChat taking hold, companies vie for a piece of the e-commerce pie.

Mobile Payment Evolution Is Underway

Mobile spending projected to reach $1.42 billion by 2019.

Companies Gear Up for the IoT Revolution

There's rising consumer demand for—and acceptance of—connected devices.

NRF's Big Show: Retailers Solidify Multichannel Strategies to Drive Customer Engagement

Digital technologies in stores are vital, but how they're being used is also important.

Predictive Analytics Will Be a $2.3 Billion Market by 2019

The technology is maturing to handle the influx of data from mobile devices and the Internet of Things.

SIO Emerges as a New Contact Center Segment

Frost & Sullivan identifies support interaction optimization as a $1.3 billion global market category.

There's an App for That, But Does Anyone Care?

Studies point to a decline in mobile app usage among smartphone owners.