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Big Data CRM

Integrating big data analysis, tools, and techniques into customer relationship management (CRM) can help organizations radically improve customer service and enhance the customer experience. Explore the latest tools, news, analysis, and advice on big data CRM.

Features

Why Branded Calling Is Critical for Outbound Outreach

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

Pending Legislation Could Upend AI in CRM

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

Ready or Not, Digital Doubles Are Here

Can your CRM handle agent-to-agent commerce?

White-Glove-for-All Is the Future of Customer Care

Providing a premium, highly personalized level of care to every customer is the new norm.

ViewPoints

Moving CRM Beyond Data to Emotional Intelligence

Misreading situations is due not to lack of data but usable understanding.

5 Mistakes Companies Make When Defining a North Star for CX

These missteps can lead to misaligned teams, delayed execution, and negative customer outcomes.

Agentic CX & Commerce: The Next Frontier of AI-Driven Engagement

Agentic commerce does more than allow businesses to meet customers where they are; it actually acts for the buyer. 

How Functional Programming Solves E-commerce Scaling and Integration Headaches

Functional programming with languages like Elixir and Clojure transforms e-commerce scaling from a costly infrastructure problem into a disciplined, modular challenge that businesses can solve with smaller teams and less rewriting.

Columns

Why Conversational Experience Orchestration Will Have Its Moment

Something needs to be at the helm making sense of customer experiences.

CX Solutions of the Future Will Have a Mind of Their Own

Agentic AI won't just think but act.

The State of CCaaS: Power Platforms in a Shifting Market

These solutions are integral CX infrastructure, but companies want flexibility and future-proofing.

When AI Gets Smarter, Agents Get Burnout

Uncovering the hidden challenges of AI-driven customer service.

Buyer's Guide Partners