I’m Looking Forward to More QR Codes

It's not conjecture or hyperbole; QR codes truly are back, and this time around they might have actually have staying power.

AI Empowerment in Practice: Spotlight on Retail

A clothing and accessories firm gets a boost from an AI-powered CX platform.

Boosting CX Worker Productivity in the AI Age

Agentic AI combined with customer-facing human agents will transform service.

I Own My Own Experiences

No one department should have exclusive responsibility for the customer experience.

How Does CRM Affect Private Equity Investment?

Investors need a window into the health of a business.

Branded Calling Is a Welcome Addition, but It Can’t Stop There

Combatting fraud requires a multivector approach, a point on which even branded-calling providers can agree.

Quiet CX Upgrades You’re Skipping While Chasing AI Fireworks

There are simple fixes that are surprisingly effective.

AI Goldfish or AI Dolphin—Which One Is Your Organization Ready to Be?

Beware of memory scars from past attempts to leverage AI.

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.

5 CRM Questions Every Salesperson Should Ask

Get the most out of your CRM and AI resources.

Smart Glasses and the Future of CRM

Sci-fi shopping experiences are right around the corner.

What Does Internal CRM Evolution Look Like?

Pitfalls and best practices on your CRM implementation journey.

Expect Change in the CRM Industry in 2025 and Beyond

If there's one thing that's certain, it is that the long-term outlook for the CRM market remains positive.

AI’s Powerful Impact on CRM

AI is already revolutionizing sales, marketing, and customer service.

Where Does CRM Adoption Stand Today?

From data-entry drudgery to making people's work lives easier (and more productive).

GenAI: Reaping the Benefits and Navigating the Challenges

The technology is well on its way to being a contact center fixture.

Data Headlines Our 2024 Awards

None of the solutions we celebrate can work without data that is current, relevant, and accurate.

Patriotism Aside, U.S. Operations Are a Good Idea

Onshoring can be costly upfront, but the service improvements will pay off.

How the GenAI-Metaverse Relationship Impacts CRM

The two technologies together lead to better sales, marketing, and customer service experiences.

CRM Is Good, Even in the Bad Times

Some markets face an uphill climb, but that just makes investing in CRM even more crucial.