New marketing tech provides a pathway to better one-to-one outreach.
Linda Pophal //
01 Oct 2025
Tools emerge to ensure incoming contact center agents have the right attributes.
Phillip Britt //
01 Oct 2025
Our 24th annual awards recognize the vendors and innovators that shone the brightest in the past year.
the Editors //
02 Sep 2025
Our top five picks in 11 categories point the way forward with the best products and capabilities hitting the market in customer service, marketing, and sales.
the Editors //
02 Sep 2025
Agentic AI is enabling autonomous support, help for human agents with complex queries, and real-time insights into customer behavior, which all adds up to a great CX.
Ellie Crawford //
08 Oct 2025
In CRM and marketing, the "mini-singularity" already happening is the automation of decision making. But marketers will still be held accountable for outcomes.
David Hardy //
25 Sep 2025
The question is not which approach is inherently superior, but rather which approach is better for your particular business, use case, and customer base.
Maik Hummel //
11 Sep 2025
To meet rising customer expectations, CRM systems need to play larger roles beyond just tracking sales or contacts, instead serving as intelligent, end-to-end, AI-driven engagement platforms.
Michael Ramsey //
08 Sep 2025
Content needs its own supply chain.
Liz Miller //
23 Sep 2025
Most sales organizations have yet to see significant improvements in seller performance from AI.
Melissa Hilbert //
19 Sep 2025
Highly effective tiny teams will be nimbler than the legacy behemoths.
R "Ray" Wang //
02 Oct 2025
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.
John Buten //
08 Aug 2025