The Ethics Dilemma of AI for Sales

Artificial intelligence is an important CRM tool, but beware of biases and privacy issues.

Six Future-Ready Trends to Boost Your Digital Transformation

Thanks to technology advances and the pandemic, we've passed the point of no return. Transforming your business must happen now

The Transformational Value of Interaction Analytics

With so much in flux, IA can alert executives about the state of their customers and employees

Companies Must Compete on Decision Velocity

To those who can make faster, more accurate decisions, time is a friend.

Are Customer Service Metrics Gauging the Right Things?

We could be getting trapped by our historical systems of measurement.

Social CRM: Your Voice for Sharing Subject Matter Expertise

Potential buyers are turning to lots of influencers. You need to make them advocates for you.

The 360-Degree Customer View Fallacy

Do we really need to know everything about customers?

VR/AR: A Game Changer for Sales and Marketing

Virtual reality/augmented reality is poised to remake CX.

Turn Your Customer Experience Process Around

Build buy-in with CX initiatives before you survey customers.

CRM’s Impact During, and After, the Pandemic

Smart implementations really demonstrated their worth

Four Lessons for Designing Exceptional Customer Journeys

Journeys that are just okay won't lead to more buzz and more business.

CRM’s Digital Executives Take a Front Seat Post-Pandemic

It's all hands on deck as successful companies shift to a digital C suite.

Algorithms and (Artificial) Intelligence: Hype vs. Reality

Understand what you have—and whether it helps you get where you want to go.

CRM at the Top of the Sales Funnel

Companies have big targets; so how do they hit them?

Customer Experience in the Post-Pandemic World

It's time to move ahead and not wait for things to go back to "normal," because the meaning of normal has changed, and consumers' expectations have been permanently altered.

Value, Not Volume: The New Bar for Good Marketing

The coming revolution in marketing is not simply a matter of increasing and improving use of digital channels. It rests on a better and better-integrated understanding of customers.

New to CX? Start with the Xs and Os

Why it makes sense to use the data you already have—operational data

Emerging Technologies Can Keep Your Digital Hotel Solidly Booked

Virtual gathering places for customers benefit from collaborative and immersive apps like Zoom, virtual reality, and augmented reality.

The Ugly Truth About CRM Data

If too much of it is missing or wrong, no digital transformation can happen

How to Sell Virtually in a Turbulent Marketplace

Your meetings have moved online, but technology isn't all you need