-->
CRM Integration

Customer Relationship Management (CRM) integration increases your CRM's value to your sales force by bringing in additional valuable customer lead data directly through various contact points like a company website or social media presence.

Features

Friction Mapping Moves to CRM to Spot Customer Pain Points

Customer journey technology evolves to home in on customer service breakdowns.

Dynamic Content Delivery Fuels the Ultimate Hyper-Personalization

Content is still king, but only when it meets the right customer at the right time and place.

Why Your Primary Focus Should Be on Customer Retention

The shift away from new customer acquisition is finally taking hold.

Video Raises the Bar for CX Operations

Video customer service tools abound, and we break down some of them here.

ViewPoints

5 Reasons AI Is Underperforming in CX, and How to Fix It

While the problem is often framed as a technology issue—a limitation of models, tools, or algorithms—that diagnosis falls short of the complete picture.

How to Be a Truly Customer-Driven Organization

Becoming genuinely customer-driven requires more than good intentions.

How AI Enables Smarter Service for Manufacturers

Getting manufacturers on board with AI doesn't have to be a struggle. What it does require is the right foundation.

AI Isn't Killing SaaS; the People Who Sold It Are

Software sales followed a simple playbook that hasn't panned out.

Columns

7 Agentic AI Lessons We've Learned

Map out your processes and journeys now.

Redesigning the Frontline Sales Manager Role for the AI Era

Sales managers should be the connective tissue between leadership and sellers.

Bots Get Agency, You Get Monitored

The machine gets to be the agent. The person gets to be the backup plan.

AI Empowerment in Practice: Spotlight on Retail

A clothing and accessories firm gets a boost from an AI-powered CX platform.

Buyer's Guide Partners