GenAI’s Time Has Come. Are You Ready?

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

Don’t Make Me Pay More for Bad Service

Good service should be a mandatory part of the customer experience. Too often that's not the case.

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.

Creating Customer Experiences That Amaze (and Don’t Suck)

There are many ways to craft—or undermine—a thrilling CX.

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.

Understanding the Metaverse Economy

Enterprises will be able to bring their physical and digital presences together.

It’s Time to Focus on the Metaverse

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

Eight Steps to Successfully Integrate VR-XR-AR into Your CRM Efforts

Virtual reality, mixed reality, and augmented reality will be game changers for sales, marketing, and customer service.

Expect the Supply Chain and CRM to Intersect This Holiday Season

For those of us in the CRM industry, this holiday season was a really great opportunity to shine.

Long-Term Customer Loyalty Is Long Gone

Having the best product or service is not enough; loyalty pros need to focus on other factors.

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

VR/AR: A Game Changer for Sales and Marketing

Virtual reality/augmented reality is poised to remake CX.

Who Really Wins When Business and Politics Collide?

In today's hyper-divided political climate, coming down on one side or the other is sure to ruffle feathers.

Subscription Models Equaled Strong CRM in Our Pandemic Year

Tighter bonds with customers helped subscription-based businesses weather the storm.

How to Regain Customer Trust in 2021

Your user experience needs to inspire user confidence.

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.

Digital Agility Will Be the Key to Continuity in 2021

The pandemic has shown that just about anything that can be done in person can be done digitally

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.