November/December 2024

Magazine Features

The Keys to CRM and Interdepartmental Alignment

Linking CRM systems with internal collaboration platforms is crucial.

DXPs Show Strong Growth as Companies Seek More Connections

The burgeoning market for digital experience orchestration poses lots of opportunities for personalization.

Push Is Pulling in More People

Today's push notifications can provide way more opportunities.

Front Office

Expect Change in the CRM Industry in 2025 and Beyond

If there's one thing that's certain, it is that the long-term outlook for the CRM market remains positive.

Reality Check

Optimizing CRM Adoption

Here's how to turn more of your CRM users into power users.

The Tipping Point

How to Map Success in the Growing CSO Role

Here are six areas on which to focus in the short and long term.

Scouting Report

The CCaaS Market Sees Growing Pains and Changing Dynamics

Many waves of opportunity are ahead for CCaaS providers.

End Notes

Some (Near) Year-End Customer Service Reflections

'Tis the season to not leave money on the table.

Customer Experience

AI’s Powerful Impact on CRM

AI is already revolutionizing sales, marketing, and customer service.

Insight

Firms Face Critical Decision on AI-Driven CRM

Half of companies will need to modernize CRM by 2026 to benefit from AI, ISG says.

GenAI Gaining Traction in Customer Feedback

Companies are increasing their use of AI in customer-facing applications, Forrester finds.

The Keys to Customer Obsession

Customer-obsessed companies have an innovation and collaboration mindset, Forrester finds.

The Shifting Basis for Contact Center Decisions

By 2028, half of new contact center platforms will be based on data and insights rather than voice routing, ISG predicts.

REAL ROI

Princess Polly Boosts Post-Click Purchases by 66 Percent

Personalized homepage content helps retailer increase sales.

Specialized Bicycles Rides with eGain

eGain Knowledge Hub increases bike retailer's content maturity score.