Why Every Company Needs an Operating Model for CRM (and What That Means)

People don't use CRM the way it was intended.

If the Fast Lane Is Self-Service Bots, Then the Slow Lane Is Stewardship

Will customer support in which human agents take ownership of issues become a luxury good?

AI ‘Exponentials’ Will Rule the World

Highly effective tiny teams will be nimbler than the legacy behemoths.

Quiet CX Upgrades You’re Skipping While Chasing AI Fireworks

There are simple fixes that are surprisingly effective.

How CSOs Can Embrace AI and Hit Revenue Targets

Most sales organizations have yet to see significant improvements in seller performance from AI.

AI Alone Can’t Do It All

Humans still need to be in the loop. Plus: We fondly remember a visionary colleague.

How CRM Plus CX Platforms Are Shaping the Future of CX

These two tools are better together.

Will AI Replace Contact Center Agents?

The notion of using technology to shrink contact centers has come up repeatedly through the years.

How Marketers Can Navigate the Zero-Click Era

As buyers increasingly rely on AI tools for faster decision making, more activities are starting to occur outside of your owned channels. Here's how to adapt.

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.

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.

Call Me a Shadow Buyer

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

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.

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.