Yes, AI Will Take Over Some B2B Sales Roles

Have AI support you, not replace you.

Voice AI Is Fueling Serious Investment Interest

VCs see exciting opportunities for the technology in the B2C and B2B sectors.

Meet the New (Customer) Bot, (Not) the Same as the Old Bot

Companies will need a way to verify that a bot is acting with consent.

To Drive Growth, CSOs Must Harness Digitally Enabled Sales Strategies

Digital commerce is more than just a shopping cart.

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.

CX Leaders: How to Thrive Through Volatility

Executives might need to dust off (and adapt) their playbooks from the pandemic.

5 CRM Questions Every Salesperson Should Ask

Get the most out of your CRM and AI resources.

CCaaS: What to Assess Before You Invest

Contact center-as-a-service is a highly competitive market with 200-plus global vendors aggressively vying for business.

In Memory of an Apostrophe: Is the Customer’s Experience Gone Forever?

It's time to remember who actually owns the experiences customers have with you.

AI and Sales Management

Sales 2.0 sales teams need Sales 2.0 managers.

Don’t Let Fear Deter CX Investments in 2025

It is indeed possible to reduce operational complexity and overhead without compromising CX quality (thanks, AI).

The CCaaS Market Sees Growing Pains and Changing Dynamics

Many waves of opportunity are ahead for CCaaS providers.

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.

GenAI Is Revolutionizing Conversation Analytics

The solutions can uncover deeper insights, operationalize findings, and generate improvements to the CX and EX.

An AI Answer to the Disturbing State of Sales

Too many companies are being complacent when it comes to branching out into AI.

Data Headlines Our 2024 Awards

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

CRM, AI, and Technology Investment: Too Much of a Good Thing?

Despite the countless dollars companies are spending on AI, the quality of the experiences they provide to customers continues to decline.