Let Hope, Not Hype, Be Our Guide in 2020
A big reason why innovation is so slow to take hold in the industry is the short time frame CX leaders are given to prove ROI.
A Simple Way to Set Your 2020 CRM Enhancement Priorities
With hundreds of sales enablement solutions from which to choose, how do you assess what you truly need?
Why Are We Still Talking about Silo Busting (Among Other Things)?
While some of the predictions for 2020 involve revolutionary, cutting-edge technologies like blockchain, advanced analytics, and artificial intelligence, many more of the predictions involve strategies and technologies that have been around for years but have yet to be adopted.
How AI Is Impacting CRM (Already)
More customer data leads to smarter AI, and the sky's the limit
Where Systems of Record Will Go from Here
They're continually evolving, not going away
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.
6 Steps for Creating and Leveraging a Digital Assessment
Here's how to ready your organization for digital leadership
How CRM Is Driving Organizational Change
Companies are taking control of their customer experiences
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.
Data Is Useless (at Least on Its Own)
Marketers should view data as just one ingredient in a successful recipe
AI Is Driving Sales Management’s Interest Across the Board
Not surprisingly, artificial intelligence is infusing every part of the sales process
Customer Engagement Has a New Destination: the Digital Hotel
Branded social communities can be re-imagined as rooms hosting private meetings, public seminars, and places to socialize
Put Customer Insights at the Center of Business Transformation
Digital transformation initiatives are still giving customers short shrift
In the Shutdown Era, Agencies Must Reinvent Citizen (and Employee) Experience
Serve citizens in ways that create advocates while driving compliance and efficacy
4 Things to Know About the AI for Sales Marketplace
Artificial intelligence is fundamentally changing CRM, and it deserves your attention now
Customer Service Is Everyone’s Responsibility
Companies have to start organizing their culture around putting the customer first
Storytelling in Business: Art, Science, Necessity
You have to make customers connect with you in a personal way
Being an Enabler Has Become a Good Thing
The term 'enabler' now has positive connotations, at least in a business context
5 Building Blocks for Digital Transformation
Keeping up in these areas lowers your company's risk of being disrupted