Voice AI Joins the CRM Conversation

Integrating voice technology, conversational AI, and CRM systems can vastly improve the customer journey.

The Best CRM Software, Solutions, and Innovators: The 2024 CRM Industry Awards

Our 23rd annual awards recognize the vendors and innovators that shone the brightest in the past year.

The Best CRM Software and Solutions: The 2024 CRM Industry Leader Awards

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.

Five Top Innovating CRM Companies for 2024: The CRM Conversation Starters

These vendors kept the industry abuzz with products, services, and integrations that add up to innovation in sales, marketing, and customer service.

Not so Fast, Marketers: Don’t Get Too Comfortable Relying on Third-Party Data

Google has scrapped its plan to eliminate third-party cookies, but marketers have to keep pace with customers' expectations for privacy and more relevant interactions.

Why Retailers Can’t Afford to Ignore AI

The one-size-fits-all approach to retail is over. Consumers want personalization, and AI can deliver.

The New Customer Journey: How Trust and Advocacy Have Redefined the Funnel

Consumers are placing their trust in what other consumers have to say: their networks, influencers, publishers, and more.

AI Agents: What Businesses Should Know and How to Leverage Them

Start planning now to bear the fruits of productivity gains, cost savings, and enhanced capabilities.

Companies Should Leave Politics to the Politicians

Companies run the risk of alienating customers and causing long-term damage to their brand reputation or sales.

GenAI: Reaping the Benefits and Navigating the Challenges

The technology is well on its way to being a contact center fixture.

The AI Endgame Is Decision Automation

Your Customers Don’t Care about Efficiency Metrics

A focus on cost reduction can shortchange your contact center.