Why AI Agents Are Booming and the Real Challenges Behind the Hype

The possibilities are exciting, but the path to a successful AI rollout isn't all smooth sailing.

CRM Embraces Financial Transactions Like Never Before

Pricing and payment processing are getting more integrated into CRM systems.

GenAI’s Time Has Come. Are You Ready?

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

Across CRM Industry Verticals, There’s More That Unites Than Divides

One commonality: All eight industry verticals are investing heavily in CRM initiatives right now.

Five Collaboration Strategies to Power Your CX Transformation

What do successful CX functions do differently? Build coalitions around core business competencies.

The Industry Outlook Is Rosy, and We Have the Numbers to Prove It

Across each CRM technology sector, the worldwide market valuation is rising, and the upsurge is expected to continue.

Challenging Times Lie Ahead; Bold Action Is Required

The opportunities for the CRM industry couldn't be better. Nor could the outlook, as we uncovered in our fourth annual 'CRM Top 100' issue.

It’s Time to Focus on the Metaverse

Virtual worlds will be the most transformative technology in the next decade. Prepare your strategy now.

VR/AR: A Game Changer for Sales and Marketing

Virtual reality/augmented reality is poised to remake CX.

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.

Here’s One of the Best Ways to Make Your Customers Happy

Make your agents happy first—and outsourcers demonstrate innovative ways to do that

Onshoring and Offshoring Aren’t the Only Options

Where is outsourcing going? We were surprised to find out that, in many instances, it isn't going anywhere.

Data Analytics Is Better, Easier, and More Critical Than Ever

Successful companies have made data analytics a part of their DNA for a reason

What Drives a Profitable Customer Experience?

Companies that value customers need to let them know.

Integrating Social Media Is a Strategy for Success

Expand your insights with a hub and spoke model.

The Integration Advantage

Unifying the sales process and the CRM system is essential.

A Salesforce.com by Any Other Name

What do you do when your brand no longer reflects your offerings?

Re:Tooling -- E-Signatures: Sign 'Em Up!

As companies look to cut costs and streamline operations, electronic signatures may be entering a renaissance period.

Re:Tooling -- Mobile Service Applications: Beyond the Contact Center Walls

Lucrative return on investment is driving companies — and vendors — to look more closely at mobile service applications.

Focus on What Matters Most

In a difficult economy, don't sit idly by. Do something -- but be sure it has a payoff.