Don’t Let Fear Deter CX Investments in 2025

It is indeed possible to reduce operational complexity and overhead without compromising CX quality (thanks, AI).

A Backstage Pass to Technology Evaluations

New year, new…set of enterprise initiatives.

Transforming Contact Centers with AI: Lessons Learned and Key Takeaways

Here's some guidance on your AI journey.

AI's Dual Role in Transforming Knowledge Management

KM solutions both harness and are empowered by artificial intelligence,

CX Differentiation Will Be Easier Than Ever In 2025

The low-hanging fruit of easy CX wins has been picked, but 2025 offers a silver lining for bold CX leaders.

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.

Some (Near) Year-End Customer Service Reflections

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

AI’s Powerful Impact on CRM

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

How to Map Success in the Growing CSO Role

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

Optimizing CRM Adoption

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

The CCaaS Market Sees Growing Pains and Changing Dynamics

Many waves of opportunity are ahead for CCaaS providers.

Companies Should Leave Politics to the Politicians

Companies run the risk of alienating customers and causing long-term damage to their brand reputation or sales.

Where Does CRM Adoption Stand Today?

From data-entry drudgery to making people's work lives easier (and more productive).

Your Customers Don’t Care about Efficiency Metrics

A focus on cost reduction can shortchange your contact center.

GenAI: Reaping the Benefits and Navigating the Challenges

The technology is well on its way to being a contact center fixture.

The AI Endgame Is Decision Automation

Data Headlines Our 2024 Awards

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

An AI Answer to the Disturbing State of Sales

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

Applying AI Successfully to Customer Service

Manage the challenges, realize the benefits.

Marketing Campaigns Need an Enablement Advantage

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