April 2026

Magazine Features

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 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.

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.

The Top Sales Trends and Technologies for 2026: Traditional Sales Pillars Get Upended This Year

AI is flipping the script on decades-long sales processes and platforms.

Front Office

Companies, Your Lack of Attention Is Disturbing

You would think firms would always take action against fraudsters for trying to impersonate them. Think again.

Reality Check

A Vertical Focus Is the Key to AI Adoption

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

Connect

Output Is Not an Outcome: Resolving a Misperception About AI in CX

Any number of AI-driven outputs will be required to reach outcomes that have real value to businesses.

Scouting Report

AI Propels KM to Center Stage

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

The Last Line

Profiled by Prompt, Illustrated by Model: Audit Your LLM’s Assumptions

Your large language model thinks it knows you. Is it right?

Customer Experience

The Marketer’s Guide to Answer Engine Optimization

Shoppers are loyal to convenience.

Insight

B2B Companies Need to Take Advantage of Digital Commerce Opportunities

B2B suppliers have ample opportunities to capitalize on sales moves.

Consumers Prefer Brands That Avoid Using GenAI in Content

Marketers should make AI transparent and beneficial, Gartner urges.

Staffing Issues Affect Customer Experience Quality

Uncertainty creates disengagement, which causes CX to drop, Gallup finds.

REAL ROI

eHealth Gives Callers the Regal Treatment

Medicare enrollment spikes don't overwhelm the health insurer any longer.

PolyAI Helps Fogo de Chao Greet Callers with Brazilian Flavor

Restaurant chain's Selma voice assistant is powered by PolyAI technology