Extraprise CRM: Extending Systems Outside the Four Walls

Companies are opening their CRM systems to partners, vendors, suppliers, and customers with new digital twin technology

Best Web Support: The 2019 CRM Service Leaders Awards

Best Contact Center Search: The 2019 CRM Service Leaders Awards

Best Enterprise Feedback Management (EFM): The 2019 CRM Service Leaders Awards

How to Build a Culture of Digital Transformation

The real-life practicalities of digital transformation are significantly less about tools and data and more about the humans who employ them.

Marketing Is Obsessed with Technology. Here Are 3 Reasons This Needs to Change

Marketing is increasingly making technology the star of its show, instead of keeping it in its rightful place: a strategic, supporting role. Here's why this is dangerous.

Going Global, Part 2: Staffing Up Your New European Sales Office

Any well-run company knows that its people are the most critical factor to success—and this is especially true when opening offices abroad. Here are tips for hiring staff for your new European sales office. Part two of a two-part series.

What IT Execs Can Learn About Great Customer Experience From Amazon, Apple, and IKEA

These iconic companies' approach to customer experience and self-service can show IT departments how to delight their customers by helping them help themselves.

Workforce Optimization Ushers in the Real-Time Contact Center

AI, automation, and analytics are leading to an era of self-service and sophisticated agents

Where Is Amazon Go-ing With This?

The staffless Amazon Go stores seem like a convenience revolution—though for now, the experience might be beside the point

Small Businesses, Take Note: AI Is Ready for Prime Time

It's not just for big enterprises anymore. Even mom-and-pop shops can use AI to optimize sales

Virtual Agents Hear What You Say. Do They Know What You Mean?

Deciphering intent is best left to humans, who have a hard enough time with it