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