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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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GEO Is Superseding SEO

Generative engine optimization demands a fundamental shift in marketing strategy.

Linda Pophal // 02 Mar 2026

Who Owns the Customer Experience?

The CRM tech stack is coming together, which complicates the ownership debate.

Phillip Britt // 02 Mar 2026

Why Branded Calling Is Critical for Outbound Outreach

Here's how to implement it and restore your ring's reputation.

Erik J. Martin // 23 Jan 2026

Pending Legislation Could Upend AI in CRM

Government regulators are turning their attention to artificial intelligence in customer interactions.

Phillip Britt // 23 Jan 2026
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Should Contact Centers Build or Buy Voice AI?

Whether a vendor owns and operates the model infrastructure is a critical concern.

Sobhan Nejad // 27 Mar 2026

Why CRM Is the Engine of Long-Term Storytelling

Coherence allows customers to understand what you stand for.

Chris Wilson // 23 Mar 2026

Your Call Center Is Sitting on a Goldmine of Intelligence, if AI Is Allowed to Act on It

The challenge now is to identify use cases where agentic systems can produce measurable improvements in productivity, quality, and customer experience.

Peter Nebel // 17 Mar 2026

The Four Pillars of AI-Driven CX: Turning Technology into Trust

Here's how to deliver faster, smarter, and more empathetic customer experiences that drive measurable business outcomes.

Marie-Louise Gaughan // 13 Mar 2026
News
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The Marketer’s Guide to Answer Engine Optimization

Shoppers are loyal to convenience.

Nikhil Lai // 30 Mar 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

AI Propels KM to Center Stage

Knowledge management is no longer confined to contact centers or tech support.

Donna Fluss // 19 Mar 2026

How Does CRM Affect Private Equity Investment?

Investors need a window into the health of a business.

Danny Estrada // 18 Feb 2026
Case Studies
Reports & Research
Buyer's Guide Partners