July/August 2024

Magazine Features

The Leading Companies and Hottest Trends and Technologies in Customer Service, Marketing, and Sales: The 2024 CRM Top 100

CRM magazine presents its sixth annual rundown of the leading companies and hottest trends in customer relationship management.

The Top Customer Service Trends and Technologies for 2024: In Customer Service, AI Is Everywhere

Generative, conversational, predictive, and multimodal are among the AI flavors.

The Top Marketing Trends and Technologies for 2024: Marketers Adjust to Dramatic Market Shifts

AI remains a priority and a challenge.

The Top Sales Trends and Technologies for 2024: Tech Advances Let Sales Teams Thrive in a Difficult Economy

AI and omnichannel enable greater efficiency and productivity

Front Office

CRM, AI, and Technology Investment: Too Much of a Good Thing?

Despite the countless dollars companies are spending on AI, the quality of the experiences they provide to customers continues to decline.

Reality Check

A Practical Approach to GenAI in the Contact Center

Start slowly with the technology—but definitely start.

End Notes

Contact Center Analysts Aren’t Immune from Baffling Service Experiences

Knowing exactly where a company went wrong doesn't lessen the frustration.

Customer Experience

Meet the New ROI for AI Projects: Return on Transformation Investment (RTI)

Quantifying success in AI projects requires new techniques for measurement.

Insight

AI Ethics a Top Consumer Concern

CX Network report shows that consumers want greater transparency

B2B Marketers’ Skills Are Changing, LinkedIn Finds

Innovative thinking, problem solving, and adaptability will be key.

Forrester Identifies the Top Emerging Technologies

GenAI, turingbots, and IoT security are expected to deliver the fastest ROI.

Technology Investments Don’t Stop CX Decline

Two studies show that consumers are still underwhelmed by customer experiences.

REAL ROI

Republic Services Hauls in Employee Improvements with NICE

Putting the customer experience first has helped retain agents.

Verint Speech Analytics Saves Money for Premier Bankcard

Time and cost savings add up.