CRM Is Good, Even in the Bad Times

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

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.

AI-Enabled WFM Promotes Efficiency and Flexibility

More advanced workforce management empowers employees and improves CX.

Achieving Trust in the Age of AI

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

Integrating CRM, AI, and the Metaverse

Futuristic-sounding customer experiences are now becoming reality.

Regular CRM Health Checks Are Critical

If CRM is your operational heartbeat, make sure it's healthy.

Expanding the Tech Stack Is a Business and Personal Imperative

Here are three technology innovations that you really need to adopt as soon as possible.

In a World of AI Co-Pilots, Who’s Ready to Fly the CX Plane?

The question of pilot (i.e., human) readiness has entered the AI picture.

GenAI’s Time Has Come. Are You Ready?

The hype is over, and the real work of making generative AI has begun.

CX Pros Will See a Year of Post-Pandemic Push-Pull

With genAI on tap, 2024 will bring plenty of customer experience opportunities (and pitfalls).

The Various Roles of Sales AI

How are sales organizations actually leveraging artificial intelligence?

Real-Time Guidance: Practical AI Tools for Contact Center Agents

The ability to analyze live conversations as they occur helps the customer and employee experience.

AI: The Brain of Future Contact Centers

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

The 12 Major Risks of AI

Opportunities abound and optimism is warranted, but so is a degree of caution.

CRM Needs to Keep the Human Element

Whether it's buying something or resolving an issue, customers increasingly prefer to help themselves.

When It Comes to CX, HR Is MIA, and It’s Not Their Fault

Don't overlook what human resources can bring to the table.

Where Should CX Leaders Spend Their Budgets in 2024?

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

A New CX Focus Boosts CRM in Professional Services

Firms want to stand out on customer experience, and CRM (and AI) can help.

The Metaverse and Generative AI: Where Does CRM Fit into the Picture?

The interaction of these technologies will form the future of commerce.

Marketers Need to Embrace Personalization