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Is Your CRM as Intelligent as It Should Be?

CRM platforms must capture and organize ever-increasing amounts of data, and AI can help

The ‘Cost Center’ Notion Must Go (Finally)

Companies claim to be customer-obsessed, but customers themselves feel otherwise. What's not adding up?

How Can AI Help Small Businesses with CRM?

This year's installment of ‘ask the vendors' features the tech topic on everyone's mind

Amid Economic Uncertainty, Optimize, Don’t Downsize

Department heads need to look beyond simple expense trimming and instead focus on optimizing what they already have

Where Systems of Record Will Go from Here

They're continually evolving, not going away

The Reality of AI—Once You Get Past the Hype

Artificial intelligence is widely claimed, but practical uses are not widely found just yet

The Next Step in CX: Ambient Experiences

Customers will soon expect real-time experiences that are automatic, natural, unique, and contextually relevant

6 Steps for Creating and Leveraging a Digital Assessment

Here's how to ready your organization for digital leadership

Speech Recognition Is Not Speech Understanding

Companies and contact centers strive to communicate with customers across countries and languages, but are their efforts getting lost in [machine] translation?

Making Sense of the Acronym-Laden Industry

Companies can now use an API to incorporate AI into their KPI, all to get more ROI and provide a better UX.

With AI for Sales, Familiarity Breeds Respect

The more sales professionals look at AI for sales, the more they like what they see

How CRM Is Driving Organizational Change

Companies are taking control of their customer experiences

Yes, Companies Can Influence Customer Emotion

How experiences make customers feel is crucial. Ignore that at your own peril.

Use Business Cases as an Opening and Closing Tool

They are a perfect way to assist your customer in due diligence while building trust

New Workforce Management Transfers Power to Agents

With flex staffing, agents can self-serve their way to a better work-life balance

AI Is Top of Mind for Everyone in CRM

The consumer uses for AI are numerous, but just as real are the business use cases.

Don’t Let AI Distract from the Real Problem

It is clear that many organizations still struggle with the same issues they had 10 or 20 years ago.

How Do You Define CX Success?

When you put customers at the heart of your decisions, you're bound to succeed

AI Is Driving Sales Management’s Interest Across the Board

Not surprisingly, artificial intelligence is infusing every part of the sales process

Conversational AI Should Speak Plainly and Carry a Big Meaning

Highly technical or lawyerly utterances should be eschewed—in other words, lose the jargon