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Big Data CRM

Integrating big data analysis, tools, and techniques into customer relationship management (CRM) can help organizations radically improve customer service and enhance the customer experience. Explore the latest tools, news, analysis, and advice on big data CRM.

Features

GEO Is Superseding SEO

Generative engine optimization demands a fundamental shift in marketing strategy.

Who Owns the Customer Experience?

The CRM tech stack is coming together, which complicates the ownership debate.

Why Branded Calling Is Critical for Outbound Outreach

Here's how to implement it and restore your ring's reputation.

Pending Legislation Could Upend AI in CRM

Government regulators are turning their attention to artificial intelligence in customer interactions.

ViewPoints

The Four Pillars of AI-Driven CX: Turning Technology into Trust

Here's how to deliver faster, smarter, and more empathetic customer experiences that drive measurable business outcomes.

Generative Video Can Be CX's Sharpest Tool

Generative video can show customers exactly what they need to see, assembled from their product or account state, to solve their particular issue.

Why AI Pilots Rarely Scale, and How Design Discipline Can Fix That

The gap between experimentation and impact remains wide. Here's how to move from pilot to performance.

Carbon-Aware Marketing Will Redefine Customer Engagement

Marketing doesn't need more channels; it needs smarter ones. A new carbon optimization layer could transform how brands engage customers and how they measure responsibility.

Columns

I Own My Own Experiences

No one department should have exclusive responsibility for the customer experience.

CX Solutions of the Future Will Have a Mind of Their Own

Agentic AI won't just think but act.

Boosting CX Worker Productivity in the AI Age

Agentic AI combined with customer-facing human agents will transform service.

Why Conversational Experience Orchestration Will Have Its Moment

Something needs to be at the helm making sense of customer experiences.

Buyer's Guide Partners