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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.

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Video Raises the Bar for CX Operations

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

Phillip Britt // 30 Apr 2026

The Leading Companies and Hottest Trends and Technologies in Customer Service, Marketing, and Sales: The 2026 CRM Top 100

CRM magazine presents its eighth annual rundown of the leading companies and hottest trends in customer relationship management.

the Editors // 01 Apr 2026

The Top Customer Service Trends and Technologies for 2026: Customer Service Is Getting Supercharged

AI is opening new doors for contact center agents, managers, and customers.

Erik J. Martin // 01 Apr 2026

The Top Marketing Trends and Technologies for 2026: Marketing’s Age of AI Has Arrived, Now Comes the Hard Part

From zero-click search to "AI slop" fatigue, the trends reshaping marketing this year require more than automation; they demand new strategies and tactics.

Linda Pophal // 01 Apr 2026
ViewPoints
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Redesigning the Frontline Sales Manager Role for the AI Era

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

Michael Katz // 19 May 2026

How CX Teams Can Keep AI Fatigue at Bay

Here are three disciplines that distinguish stalled rollouts from sustained results in AI-powered customer experience.

Muthuselvan Renganathan // 15 May 2026

Designing for the Segment of One: Why Experience Architecture is Replacing the Campaign

Unify clean data and leverage AI to deliver highly individualized, real-time shopping experiences that seamlessly respond to customer intent and build long-term trust.

Tristan Barnum // 12 May 2026

Clicks Are a Vanity Metric. Authority Is What Matters Now

AI systems don't cite the most index-friendly content. They cite the most authoritative sources.

Dan Baptiste // 08 May 2026
News
Insight
Columns
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Bots Get Agency, You Get Monitored

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

Ian Jacobs // 14 May 2026

I’m Looking Forward to More QR Codes

It's not conjecture or hyperbole; QR codes truly are back, and this time around they might have actually have staying power.

Leonard Klie // 01 May 2026

AI Empowerment in Practice: Spotlight on Retail

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

Nancy Jamison // 27 Apr 2026

A Vertical Focus Is the Key to AI Adoption

Success relies on speaking the customer's language and addressing their specific needs.

Nancy Jamison // 20 Mar 2026
Case Studies
Reports & Research
Buyer's Guide Partners