CRM Integration Articles, Analysis, and News

Friction Mapping Moves to CRM to Spot Customer Pain Points

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

Phillip Britt // 06 Jul 2026

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.

Phillip Britt // 06 Jul 2026

Why Your Primary Focus Should Be on Customer Retention

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

Linda Pophal // 06 Jul 2026

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 Real ROI of Agentic CX

Here's what should work beyond the hype.

Muthuselvan Renganathan // 04 Aug 2026

Beyond Speed-to-Lead: How AI Improves Lead Quality for More Conversions

AI chatbots provide more than just rapid responses; they also ensure high-quality, consistent, and compliant CRM data that ultimately drives higher conversion rates.

Vanessa Anderson // 30 Jul 2026

A Martech Dilemma: Composability vs. Consolidation

This is a battle with no clear battle lines.

Mike Turner // 29 Jul 2026

AI in CRM: Where Security Risks Are Hiding

As AI agents gain autonomy inside CRM platforms, cybercriminals are exploiting hidden security risks to turn trusted CX automation into a silent gateway for customer data theft.

Beverly Nevalga // 28 Jul 2026