CRM Featured Articles

Amazon, Apple, Domino's, TikTok, WhatsApp, and Nike Top 2023 Brand Loyalty Leaders

The largest number of new brands entered Brand Key's top-100 list of loyalty leaders this year.

Salesforce Launches Einstein 1, Einstein Copilot, and Expanded Google Partnership at Dreamforce

Salesforce is extending its artificial intelligence capabilities with new Einstein 1 platform tied to Data Cloud, the Copilot assistant, and other generative AI.

Gartner's Three Technologies That Will Transform Customer Service and Support by 2028

Digital customer service, conversational user interfaces, and generative AI will have the biggest impact on customer service and support strategies, Gartner Hype Cycle report reveals.

Companies Expect a Sharp Rise in Digital Channels for Customer Service Interactions

Companies expect consumers to use digital channels for most interactions, CCW Digital finds.

CRM Returns Drop to $3.10 for Every Dollar Spent

Despite declines, CRM investments are still generating positive returns, Nucleus Research reports.

Nearly 9 in 10 Marketers and Communicators Have Already Experimented with AI

The Conference Board has found that optimism is high around productivity gains, but the impact on creativity and quality is less certain.

Microsoft Intros Sales Copilot at Inspire Partner Event

Microsoft Sales Copilot is the latest AI tool to help guide sellers and create content for them.

Threads Launches with Expected Advertising Impacts

Meta's new Threads platform is set to rival Twitter but could outpace it in marketing reach, CRM insiders hint.

Genesys Touts Successes at Its xPerience Event

Genesys reaffirmed its technology commitments to the cloud, artificial intelligence, data, workforce management, employee experience, and more on day two of its xPerience user conference. (Featured on SmartCustomerService.com.)

Genesys Unveils Experience Index at xPerience 2023

Genesys opened its xPerience 2023 user conference with an expanded partnership with AWS, Genesys Cloud CX innovations, and the Experience Index launch. (Featured on SmartCustomerService.com.)

10 Ways Generative AI Can Improve Customer Experiences

On Day 2 of CX Connect, eGain executives highlighted 10 ways customer experience teams can use generative artificial intelligence.

Pega iNspire Speakers See AI Becoming More Pervasive

AI will fuel the autonomous enterprise that Pega sees as a 2023 imperative, speakers at Pega iNspire maintain.

CXConnect Speakers Outline Strategies for Coming Through Economic Hardship

TeamSupport and NICE execs call for companies to implement AI, self-service, standard responses, chatbots, analytics, and collaboration tools.

Verint Speakers Urge Automation to Close the Customer Engagement Gap

Presenters on Day 2 of Verint's Engage 23 touted Verint's CCaaS platform and other digital applications to address customer needs.

Verint Launches 4 Products at Engage '23

Verint opened its Engage user conference with the launch of Engagement Data Insights, Enterprise Experience Management, Open Contact Center as a Service (Open CCaaS), and new DaVinci AI capabilities.

Pega Unveils Plans for the Autonomous Enterprise at PegaWorld iNspire

Pegasystems today at its PegaWorld iNspire conference made the case for generative and analytical AI with the latest additions in Pega Infinity '23.

NICE's CX Head Doubles Down on Automation and AI at Interactions

During his morning keynote and an exclusive interview with CRM magazine, NICE's president of the CX Division, Barry Cooper, reinforced his company's commitment to artificial intelligence.

NICE Proclaims a New Era of AI in Customer Service at Interactions

NICE CEO Barak Eilam unveiled extensions to his company's generative AI tool, Enlighen.

CMOs Believe They Lack Sufficient Budget to Fully Execute Their Strategies

With marketing budgets remaining flat in 2023, 71 percent of CMOs believe their budgets are insufficient.

New Realities Drive Contact Center Transformation

Leading service organizations are building new pathways to better service quality, scalability, and cost in post-pandemic contact centers, Deloitte finds. (Featured on SmartCustomerService.com.)