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

Beware of memory scars from past attempts to leverage AI.

A Guide to the Most Powerful AI Applications for Marketing

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

The technology offers a way forward, but not without detailed planning.

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.

Smart Glasses and the Future of CRM

Sci-fi shopping experiences are right around the corner.

Exponential Efficiency in the Age of AI

Harness the power of AI in every aspect of the enterprise.

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.

AI's Dual Role in Transforming Knowledge Management

KM solutions both harness and are empowered by artificial intelligence,

GenAI: Reaping the Benefits and Navigating the Challenges

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

Where Does CRM Adoption Stand Today?

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

The AI Endgame Is Decision Automation

Applying AI Successfully to Customer Service

Manage the challenges, realize the benefits.

GenAI Is Revolutionizing Conversation Analytics

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

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.

A Practical Approach to GenAI in the Contact Center

Start slowly with the technology—but definitely start.

Meet the New ROI for AI Projects: Return on Transformation Investment (RTI)

Quantifying success in AI projects requires new techniques for measurement.

How the GenAI-Metaverse Relationship Impacts CRM

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

The Business Case for Sales Technology Training

Your investment in sales enablement tools has to go beyond simply acquiring them.