AI Goldfish or AI Dolphin—Which One Is Your Organization Ready to Be?
17 Jun 2025
Beware of memory scars from past attempts to leverage AI.
A Guide to the Most Powerful AI Applications for Marketing
23 May 2025
Here's how AI is transforming how companies connect with customers and prospects.
With CX, There’s a Disconnect Between Expectations and Reality. AI Can Help
17 Apr 2025
The technology offers a way forward, but not without detailed planning.
Why AI Agents Are Booming and the Real Challenges Behind the Hype
25 Apr 2025
The possibilities are exciting, but the path to a successful AI rollout isn't all smooth sailing.
Smart Glasses and the Future of CRM
27 Mar 2025
Sci-fi shopping experiences are right around the corner.
Exponential Efficiency in the Age of AI
01 Apr 2025
Harness the power of AI in every aspect of the enterprise.
In Memory of an Apostrophe: Is the Customer’s Experience Gone Forever?
07 Apr 2025
It's time to remember who actually owns the experiences customers have with you.
AI and Sales Management
28 Feb 2025
Sales 2.0 sales teams need Sales 2.0 managers.
AI's Dual Role in Transforming Knowledge Management
06 Jan 2025
KM solutions both harness and are empowered by artificial intelligence,
GenAI: Reaping the Benefits and Navigating the Challenges
03 Oct 2024
The technology is well on its way to being a contact center fixture.
Where Does CRM Adoption Stand Today?
11 Oct 2024
From data-entry drudgery to making people's work lives easier (and more productive).
The AI Endgame Is Decision Automation
01 Oct 2024
Applying AI Successfully to Customer Service
29 Aug 2024
Manage the challenges, realize the benefits.
GenAI Is Revolutionizing Conversation Analytics
20 Aug 2024
The solutions can uncover deeper insights, operationalize findings, and generate improvements to the CX and EX.
Data Headlines Our 2024 Awards
06 Sep 2024
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?
12 Jul 2024
Despite the countless dollars companies are spending on AI, the quality of the experiences they provide to customers continues to decline.
A Practical Approach to GenAI in the Contact Center
02 Jul 2024
Start slowly with the technology—but definitely start.
Meet the New ROI for AI Projects: Return on Transformation Investment (RTI)
05 Jul 2024
Quantifying success in AI projects requires new techniques for measurement.
How the GenAI-Metaverse Relationship Impacts CRM
10 Jun 2024
The two technologies together lead to better sales, marketing, and customer service experiences.
The Business Case for Sales Technology Training
29 May 2024
Your investment in sales enablement tools has to go beyond simply acquiring them.