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.

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.

How to Regain Customer Trust in 2021

Your user experience needs to inspire user confidence.

The Next Step in CX: Ambient Experiences

Customers will soon expect real-time experiences that are automatic, natural, unique, and contextually relevant

How Do You Define CX Success?

When you put customers at the heart of your decisions, you're bound to succeed

Workforce Optimization Ushers in the Real-Time Contact Center

AI, automation, and analytics are leading to an era of self-service and sophisticated agents

Where Is Amazon Go-ing With This?

The staffless Amazon Go stores seem like a convenience revolution—though for now, the experience might be beside the point

Small Businesses, Take Note: AI Is Ready for Prime Time

It's not just for big enterprises anymore. Even mom-and-pop shops can use AI to optimize sales

Virtual Agents Hear What You Say. Do They Know What You Mean?

Deciphering intent is best left to humans, who have a hard enough time with it

Innovation Is What Makes Us Great

Customer service flourishes in a climate where people are free to innovate, and fail, and start over again

Knowledge Management Is Poised to Keep Companies Informed and Efficient

Artificial intelligence, increases in self-service, and a younger workforce all point to a bigger role for KM solutions

With Sales Effectiveness Down, Companies Should Rethink Their Sales Process

Despite major leaps in technology, sales performance trends remain disconcerting. It might be time to blow things up

3 Ways to Make Technical Consultants Part of the Sales Team

Having well-integrated sales and technical staff helps build credibility and your bottom line

Designing Humor: IKEA Mocks Apple

Our consumerist obsession values hype over innovation.

Give Localization Its Due

Mastering this important concept is trickier than you think.

The Bright Future of the Internet of Things

Today's innovations are only the beginning.

What Makes a Successful Mobile User Experience?

Uncovering the traits that set industry leaders apart.

The Race to Own You

How four Web giants aim to know more about consumers than we can even imagine.