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.

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

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

Generative AI Is Everywhere, but Will Consumers Ever Fully Understand It?

Due to distrust and a lack of understanding, consumer adoption of genAI is lagging.

Achieving Trust in the Age of AI

Companies will learn that without enough precision data, mistrust of AI will persist.

CRM Is Good, Even in the Bad Times

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

In a World of AI Co-Pilots, Who’s Ready to Fly the CX Plane?

The question of pilot (i.e., human) readiness has entered the AI picture.

Integrating CRM, AI, and the Metaverse

Futuristic-sounding customer experiences are now becoming reality.

Tips for Dodging AI Disasters

It'll take time to work through the learning curve.

Regular CRM Health Checks Are Critical

If CRM is your operational heartbeat, make sure it's healthy.

CX Pros Will See a Year of Post-Pandemic Push-Pull

With genAI on tap, 2024 will bring plenty of customer experience opportunities (and pitfalls).