CRM, AI, and Technology Investment: Too Much of a Good Thing?

Despite the countless dollars companies are spending on AI, the quality of the experiences they provide to customers continues to decline.

Meet the New ROI for AI Projects: Return on Transformation Investment (RTI)

Quantifying success in AI projects requires new techniques for measurement.

Contact Center Analysts Aren’t Immune from Baffling Service Experiences

Knowing exactly where a company went wrong doesn't lessen the frustration.

A Practical Approach to GenAI in the Contact Center

Start slowly with the technology—but definitely start.

Patriotism Aside, U.S. Operations Are a Good Idea

Onshoring can be costly upfront, but the service improvements will pay off.

How the GenAI-Metaverse Relationship Impacts CRM

The two technologies together lead to better sales, marketing, and customer service experiences.

When AI Is Ready, Will You Be?

The human touch will become a rare opportunity for differentiation.

Change Is Mandatory. Stress Is Optional

We were built for change, but why is it so hard to embrace?

When Did Customer Success Stop Being Successful?

Cracking a mystery of modern revenue optimization.

The Business Case for Sales Technology Training

Your investment in sales enablement tools has to go beyond simply acquiring them.

CRM Embraces Financial Transactions Like Never Before

Pricing and payment processing are getting more integrated into CRM systems.

Generative AI Is Everywhere, but Will Consumers Ever Fully Understand It?

Due to distrust and a lack of understanding, consumer adoption of genAI is lagging.

Dispatches From CRM’s Front Lines

Deployments and training aren't always dry affairs.

5 Ways AI Can Enhance CX (and EX)

It's not a question of will you use AI, but when.

Contact Center Catharsis

Here are some of the things callers want to vent about.

CRM Is Good, Even in the Bad Times

Some markets face an uphill climb, but that just makes investing in CRM even more crucial.

Does Contact Center Tech Translate to Physical Stores?

Post-pandemic, the digital and physical realms are merging,

Sales’ Big Challenge: Winning the Game

When it comes to B2B sales, here's a look at one thing that hasn't changed over the years, but needs to.

Achieving Trust in the Age of AI

Companies will learn that without enough precision data, mistrust of AI will persist.

AI-Enabled WFM Promotes Efficiency and Flexibility

More advanced workforce management empowers employees and improves CX.