CRM, AI, and Technology Investment: Too Much of a Good Thing?
12 Jul 2024
Despite the countless dollars companies are spending on AI, the quality of the experiences they provide to customers continues to decline.
Meet the New ROI for AI Projects: Return on Transformation Investment (RTI)
05 Jul 2024
Quantifying success in AI projects requires new techniques for measurement.
Contact Center Analysts Aren’t Immune from Baffling Service Experiences
03 Jul 2024
Knowing exactly where a company went wrong doesn't lessen the frustration.
A Practical Approach to GenAI in the Contact Center
02 Jul 2024
Start slowly with the technology—but definitely start.
Patriotism Aside, U.S. Operations Are a Good Idea
21 Jun 2024
Onshoring can be costly upfront, but the service improvements will pay off.
How the GenAI-Metaverse Relationship Impacts CRM
10 Jun 2024
The two technologies together lead to better sales, marketing, and customer service experiences.
When AI Is Ready, Will You Be?
03 Jun 2024
The human touch will become a rare opportunity for differentiation.
Change Is Mandatory. Stress Is Optional
31 May 2024
We were built for change, but why is it so hard to embrace?
When Did Customer Success Stop Being Successful?
30 May 2024
Cracking a mystery of modern revenue optimization.
The Business Case for Sales Technology Training
29 May 2024
Your investment in sales enablement tools has to go beyond simply acquiring them.
CRM Embraces Financial Transactions Like Never Before
06 May 2024
Pricing and payment processing are getting more integrated into CRM systems.
Generative AI Is Everywhere, but Will Consumers Ever Fully Understand It?
02 May 2024
Due to distrust and a lack of understanding, consumer adoption of genAI is lagging.
Dispatches From CRM’s Front Lines
30 Apr 2024
Deployments and training aren't always dry affairs.
5 Ways AI Can Enhance CX (and EX)
29 Apr 2024
It's not a question of will you use AI, but when.
Contact Center Catharsis
26 Apr 2024
Here are some of the things callers want to vent about.
CRM Is Good, Even in the Bad Times
10 Apr 2024
Some markets face an uphill climb, but that just makes investing in CRM even more crucial.
Does Contact Center Tech Translate to Physical Stores?
05 Apr 2024
Post-pandemic, the digital and physical realms are merging,
Sales’ Big Challenge: Winning the Game
03 Apr 2024
When it comes to B2B sales, here's a look at one thing that hasn't changed over the years, but needs to.
Achieving Trust in the Age of AI
29 Mar 2024
Companies will learn that without enough precision data, mistrust of AI will persist.
AI-Enabled WFM Promotes Efficiency and Flexibility
26 Mar 2024
More advanced workforce management empowers employees and improves CX.