September 2024

Magazine Features

The Best CRM Software, Solutions, and Innovators: The 2024 CRM Industry Awards

Our 23rd annual awards recognize the vendors and innovators that shone the brightest in the past year.

The Best CRM Software and Solutions: The 2024 CRM Industry Leader Awards

Our top five picks in 11 categories point the way forward with the best products and capabilities hitting the market in customer service, marketing, and sales.

Five Top Innovating CRM Companies for 2024: The CRM Conversation Starters

These vendors kept the industry abuzz with products, services, and integrations that add up to innovation in sales, marketing, and customer service.

The Best Enterprise CRM Suite: The 2024 CRM Industry Leader Awards

The Best Small and Midmarket CRM Suite: The 2024 CRM Industry Leader Awards

The Best Contact Center Infrastructure: The 2024 CRM Industry Leader Awards

The Best Contact Center Interaction Analytics: The 2024 CRM Industry Leader Awards

The Best Customer Experience Suite: The 2024 CRM Industry Leader Awards

The Best Workforce Engagement Management (WEM): The 2024 CRM Industry Leader Awards

The Best Generative Artificial Intelligence (GenAI): The 2024 CRM Industry Leader Awards

The Best Data Management Solutions: The 2024 CRM Industry Leader Awards

The Best Business Intelligence/Analytics: The 2024 CRM Industry Leader Awards

The Best Marketing Automation: The 2024 CRM Industry Leader Awards

The Best Sales Force Automation: The 2024 CRM Industry Leader Awards

Bloomreach Builds on Discovery and Engagement Successes: The 2024 CRM Conversation Starters

Cognigy Sees Fast Growth with AI Innovations: The 2024 CRM Conversation Starters

DoubleVerify Repeats with Even More Safeguards: The 2024 CRM Conversation Starters

Klaviyo Powers Even Smarter Digital Relationships: The 2024 CRM Conversation Starters

SoundHound Connects Users to Companies With Customized Conversational Experiences: The 2024 CRM Conversation Starters

Front Office

Data Headlines Our 2024 Awards

None of the solutions we celebrate can work without data that is current, relevant, and accurate.

Reality Check

An AI Answer to the Disturbing State of Sales

Too many companies are being complacent when it comes to branching out into AI.

The Tipping Point

Marketing Campaigns Need an Enablement Advantage

A focus on employee experience, enablement, and engagement is a top marketing priority.

Scouting Report

GenAI Is Revolutionizing Conversation Analytics

The solutions can uncover deeper insights, operationalize findings, and generate improvements to the CX and EX.

End Notes

Conversational Interfaces: Gimmick or Gateway?

We have to keep questioning the tech we adopt, not just for its flash but for its function.

Customer Experience

Applying AI Successfully to Customer Service

Manage the challenges, realize the benefits.

Insight

AI Can Be Detrimental to CX

Gartner finds that there's customer pushback against AI that hinders getting to a human agent when self-service fails.

Contact Centers Are Ripe for Tech Investment

AI's actionable insights can be a game changer, CCW Digital finds.

Digital Doubles Are a Good Alternative to Algorithms

Consumer-owned AI agents offer real business benefits, Forrester says.

GenAI Is Critical to Contact Center Success

Contact centers can use AI to improve experiences and drive growth, Forrester finds.

Only 14% of Customer Service Issues Are Fully Resolved in Self-Service

Customers can struggle to resolve even simple issues without assistance, Gartner finds.

REAL ROI

NICE Provides the Standard with Enlightened Experience

NICE's Enlighten Autopilot improves customer satisfaction, effort, and containment scores.

Twice Daily Drives 225% Growth with Paytronix

Guest engagement program promotes proprietary food service with special offerings and mobile ordering.