CRM Featured Articles

The PR Council Updates Ethical Guidelines on Generative AI

The PR Council's revised generative AI guidelines align with rapidly changing platforms and adoption.

Gartner Identifies Three Top Priorities for Customer Service

Organizations will focus on self-service, generative AI, and customer journey analytics to improve customer experience and organizational processes in 2024.

Leading Companies Convert Mega-Expectations to Long-Term Loyalty, Brand Keys Finds

Retail juggernauts Amazon, Dollar Tree, Trader Joe's, CVS, Levi Strauss, and Dick's Sporting Goods exert overwhelming dominance in Brand Keys' latest Customer Loyalty Engagement Index.

Yahoo! and Google Adopt Email Rules Changes

The two email service providers are set to start enforcing new rules affecting senders of bulk emails.

U.S. Companies Fail to Meet Customer Expectations, KPMG Finds

Companies' revert after a sudden surge during the COVID-19 pandemic, KPMG notes in its U.S. Customer Experience Excellence report.

Ninety Percent of CEOs Are Waiting for GenAI to Move Past the Hype

Boston Consulting Group survey finds corporate leaders are ambivalent or dissatisfied with the progress their companies have made with generative AI.

FCC Closes the Lead Generator Loophole

The U.S. Federal Communications Commission has taken additional steps to block unwanted and scam robocalls and robotexts.

Google to Disable Cookies for 1 Percent of Chrome Users

Google's phase-out of cookies in its Chrome Browser has begun with a very limited trial; plans are for full deprecation later this year.

The Top CRM News Stories of 2023

AI (or more specifically, generative AI) seemed to capture most of the headlines in 2023.

Santa Tracker Uses Amazon Connect

NORAD's hotline for tracking Santa's trek around the globe will use contact center technology from AWS this year. (Featured on SmartCustomerService.com.)

Salesforce Unveils Apple, Google, LinkedIn Integrations at World Tour NYC

Salesforce has expanded its partnership with Apple, integrated its Data Cloud with with LinkedIn and Google; updated Einstein 1 with Data Cloud Vector Database and Einstein Copilot Search; and launched Unlimited Edition+.

CRM Playaz Panelists Predict AI Will Be Tablestakes in CRM in 2024

Reps from 10 leading CRM vendors say AI is necessary today for companies to succeed.

Call Center Fraud on the Rise

TransUnion report shows 90 percent of financial services contact centers see fraud attacks increasing.

CX Scores Improve in Latest ISG Research

Enterprises give providers higher customer experience scores but demand more innovation, ISG study shows.

10 Tips for Maximizing Content for Voice Search

A quarter of the world's population uses voice search, and the numbers are only going to rise. (Featured on SpeechTechMag.com.)

Gartner: 77 Percent of Sellers Struggle to Complete Assigned Tasks

Despite increasing budget for sales technologies and training, sales enablement is falling short of expectations, Gartner finds.

Email Is Best for Ad Impressions, Horowitz Study Finds

Especially among younger Americans, digital platforms are more effective for advertising, the study found.

SAP Debuts CX Generative AI Capabilities at CX Live

SAP is adding generative artificial intelligence across its Customer Experience portfolio.

Gartner Puts Generative AI at the Peak of Inflated Expectations

The 2023 Gartner Hype Cycle for Revenue and Sales Technology shows that new technology investments put customer experience back at the center of the buying journey.

SugarCRM Shifts Focus to the Mid-Market

The company discusses its recent moves into new markets and verticals at Analyst Summit in London.