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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.

An Insider’s Guide to Navigating Customer Service

Some tips and tricks I've learned, both through personal and professional experience.

AI: The Future Brain of Contact Centers

Contact centers are highly complex, and they need lightning-fast decision makers.

AI Profoundly Influenced Our Awards This Year

Just about every CRM vendor or service provider highlighted in our awards section as done something with generative AI.

A Call for Boldness in Customer Service

Can you dare to be so good you make yourself obsolete?

Where Should CX Leaders Spend Their Budgets in 2024?

Amid a decline in customer experience quality, leaders will need to demonstrate value.

Spatial Computing: The Power to Transform CRM

AR/VR is already making inroads with consumers, and CRM won't be far behind.

Workforce Management for the 21st Century: Helping Deliver a Great CX

With a big assist from AI, these solutions are delivering better experiences for customers and employees.

AI and Drive-Thrus Make a Bad Combo

AI-powered speech recognition is not up for this McChallenge.

CX Leaders Must Prepare for Exponential Efficiency

Paradigm shifts await customer experience organizations.

AI Is Generating All the Buzz

Seventy-three percent of U.S. marketing professionals have reported using generative AI tools as a part of their work today.

The Death of Influence?

How to make your voice worth listening to.

Which Department Should Handle Digital Interactions?

Companies are still, surprisingly, trying to work this out.

With CX, the Front Line Is Where the Action Is

Here's a simple approach to driving more action from your CX program.

Empathy Statements Aren’t Enough

Contact center agents need to be empowered to solve problems, not just say they're sorry.

Why Does Customer Service Keep Getting Worse?

Execs talk a good game about the value of great CX, but reality doesn't measure up.

Customer Service Woes? Don’t Tell Me

There might be lot more quiet quitting in customer service than companies care to admit.

Sorry, Companies. We’re Just Not That Close.

Brands need to tread lightly when it comes to messaging with their customers.

The Transformation of Workforce Engagement Management

After a strong year, these solutions are poised for a wave of innovation, thanks to AI.

Generative AI’s Use Cases Are Already Emerging

ChatGPT has lit up imaginations, but the underlying technology is more than a shiny object.

Companies, You Have to Invest in Your Agents

The humanless contact center is not happening. People matter.