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

Beware of memory scars from past attempts to leverage AI.

Call Me a Shadow Buyer

Consumers like me make every effort to stay under the radar, invisible to traditional sales and marketing funnels.

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.

A Guide to the Most Powerful AI Applications for Marketing

Here's how AI is transforming how companies connect with customers and prospects.

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.

With CX, There’s a Disconnect Between Expectations and Reality. AI Can Help

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

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,

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.

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.