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?

It’s 2020! How Did Our CX Predictions Work Out?

Let's look at how we've responded to customers' rising demands

How AI Is Impacting CRM (Already)

More customer data leads to smarter AI, and the sky's the limit

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.

Luddites Like Me Like Personal Interactions

Any texts I receive from companies must be relevant, must provide value, and must be personalized.

X-Data + O-Data = Better Customer Journeys

Combining experience data and operational data can make a big difference for your customers

Is Your CRM as Intelligent as It Should Be?

CRM platforms must capture and organize ever-increasing amounts of data, and AI can help

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

Put Customer Insights at the Center of Business Transformation

Digital transformation initiatives are still giving customers short shrift

5 Building Blocks for Digital Transformation

Keeping up in these areas lowers your company's risk of being disrupted

Is Customer Service Ready for the Nonstop Chatter of Messaging Apps?

When the going gets weird, the weird turn pro

Analytical Advances Unlock the ‘How’ of Selling

Sales reps know what they need to do, but how to do it is a moving target

CRM’s Unexpected Science

When synergy makes a difference

How Do You Listen to Your Customers?

You need a listening architecture to get the most from customer insights

To Engage Customers, Your UI Design Needs These 6 Qualities

It's about giving customers what they want in the most frictionless way possible without breaking the bank

Which CRM Features Are Small Businesses Not Taking Advantage of?

This year's version of ‘ask the vendors' examines what SMBs might be missing

5 Reasons Why Branded Communities Are Your Best Lead-Nurturing Platform

You can invite who you want, and you control the information these communities yield

CRM Is Making a Difference

In just the past year alone, we've seen huge advances in artificial intelligence, augmented and virtual reality, blockchain, automated bots, and so much more