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At Dreamforce, Salesforce Debuts Slack Canvas for Team Collaboration

Slack canvas provides teams a new surface to capture and share knowledge and access and take action on Salesforce Customer 360 data directly in Slack.

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CRM Case Studies

Crisp Data Contributes to Sunday Growth

The lawn care company's retail sales are growing like weeds with Crisp's data solution.

CINC Now Sees the Full Story

The real estate tech provider has gained visibility into its mobile app with FullStory.

Zenoti Lets Birds Barbershop Soar

Zenoti Marketing & Sales brings customers and revenue back to the salons.

Shoe Carnival Walks Away with Better Feedback

The shoe retailer is able to respond to issues faster with Verint solutions.

CRM Columns

How Artificial Intelligence Is Transforming CX

Contact center systems were long overdue for a major refresh. AI is obliging.

Are Robots Turning into Us, or Us into Them?

Automation technologies seem intent on turning reps and agents more and more robotic.

The Industry Outlook Is Rosy, and We Have the Numbers to Prove It

Across each CRM technology sector, the worldwide market valuation is rising, and the upsurge is expected to continue.

How Should Metaverse Pioneers Organize Their Efforts?

Don't be late to the party or, worse, end up missing the opportunity altogether.

Reports & Research

Customer Service Skimpflation: The Impact on Sales, Retention, and Loyalty

UJET

Elevating the Value of Self-Service with Data-Driven Automation

NICE

Contact Center Predictions for 2023 and Beyond

8x8

Conversational AI for Customer Service: 3 Systems You Need for Scaling Your Support Operations

Forethought

Using Conversational AI to Solve the Biggest Challenges for SaaS Customer Support Teams

Forethought

Piloting AI for Customer Support: A Beginner’s Guide to Preparing your Support Team for AI Adoption.

Forethought

Exploring the difference between two leading CRM providers

Alithya

[eBook] Weather the Holiday Economic Storm: 5 Fixes You Must Make to Your eCommerce Website Before Black Friday

Blue Triangle

Automating the Configure-Price-Quote Process to Drive Your Business Forward in CRM

Experlogix

4 Reasons Why Companies Using Salesforce Should Optimize their Document Processes with Document Automation

Experlogix

Extreme Digital Experience Makeover: Contact Center Edition

NICE CXone

Exceed customer expectations with self-service

NICE CXone

The ROI of Smart Self-Service: Using Modern Tools to Delight Modern Customers

NICE CXone

THE PROACTIVE REVOLUTION: How Artificial Intelligence is Driving the Transformation of Customer Experience

NICE Systems

Proactive Strategies for Using AI to Manage Consumer Complaints

NICE Systems

The Inner Circle Guide to First-Contact Resolution

UJET

Complete integration. Absolute experience.

A practical guide to driving outstanding customer experiences through integrated teams, data, and processes.

ServiceNow

Leadership trends report: customer experience

A 2022-2025 roadmap for effortless experience and complete integration

ServiceNow

Rogers Communications - how do we move to a preventative business model?

ServiceNow

Scheidt & Bachmann - How to drive service and innovation?

ServiceNow

The field service experience - the next big differentiator for your business

ServiceNow

Experience in Action infographic

ServiceNow

Experience in action - How to deliver great customer experience at scale

ServiceNow

Transforming field service with emerging technologies

ServiceNow

Optimize your order to cash process

ServiceNow

How to Enable a Successful Smart Factory by Focusing on the Employee Experience

ServiceNow

How Next-Gen Systems of Action Can Improve Your Operational Technology Management

ServiceNow

Automation World webinar brief Operational Technology Management for Manufacturing

ServiceNow

New Research Report:

Inside the Contact Center--A Study of Customer and Employee Experience Reveals Technical, Operational Challenges and Opportunities Around Cloud Migration, Agent Turnover, Budgeting, and Beyond

Produced by Unisphere Research and CRM Media

Inner Circle Guide to First Contact Resolution

UJET