Cloud Contact Centers to Be Mainstream in Two Years

Companies are starting to see the benefits of CCaaS, Gartner notes in new Hype Cycle report.

Three Steps for Managing Customer Risks with Subscription Selling

Companies need to add a subscription readiness dimension to customer segmentation and coverage tiers.

Marketers Need to Consider Post-Pandemic Behaviors

Some consumers will be ready for face-to-face contact, but other consumer behaviors that developed during the pandemic will endure.

Gartner Uncovers Gaps in Socially Distanced Selling

Sales organizations must address three main challenges around coaching in a virtual sales era.

What’s in Store for CRM in 2021?

Here's what the industry predicts will happen.

How to Choose the Right CRM

When selecting CRM systems, companies need to consider their industry, vertical, and size

On the (Online) Scene: Medallia, Talkdesk, Verint, Genesys, and Pegasystems Hold Virtual Events

Amid the pandemic, the conference season moved online. Our roundup of the virtual happenings this spring.

Gartner 2019 Magic Quadrant for Contact Center as a Service

In the 2019 Gartner Magic Quadrant report for CaaS, you'll learn how contact center solutions measure up. You will also discover why now might be the right time to update your contact center.

The 3 Stages of Personalization

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

E-commerce Communities Alter Companies’ Go-to-Market Strategies

CMO Council urges adoption of the 4Ps of marketing: precision, personalization, persuasion, and perfection

ON THE SCENE: At Adobe Summit 2018, Adobe Urges Companies to Enter the Experience Business

At its annual user conference, Adobe urged attendees to make experience their business

Required Reading: The Psychology Behind E-Commerce Website Optimization

Companies must approach their web pages the way they would their sales conversations

Required Reading: Connecting with The Transformational Consumer

The most impactful customers are seeking health, wealth, and wisdom

Companies Gear Up for the IoT Revolution

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

At Dreamforce 2014, Salesforce.com Delivers Wave Analytics Cloud

Salesforce.com entered the $38 billion analytics market with its sixth cloud platform. (Originally appeared on DestinationCRM.com)

Oracle Gets Serious About the Cloud at OpenWorld 2014

Ellison promotes an updated CX Cloud and promises deep integration. (Originally appeared on DestinationCRM.com on September 30, 2014)

Adobe Reaches for the Peak at Its Annual Event

Adobe is emerging as a key marketing player, but still has a way to go before competing with the top dogs.