Companies Should Leave Politics to the Politicians
21 Oct 2024
Companies run the risk of alienating customers and causing long-term damage to their brand reputation or sales.
Where Does CRM Adoption Stand Today?
11 Oct 2024
From data-entry drudgery to making people's work lives easier (and more productive).
Your Customers Don’t Care about Efficiency Metrics
09 Oct 2024
A focus on cost reduction can shortchange your contact center.
GenAI: Reaping the Benefits and Navigating the Challenges
03 Oct 2024
The technology is well on its way to being a contact center fixture.
The AI Endgame Is Decision Automation
01 Oct 2024
Data Headlines Our 2024 Awards
06 Sep 2024
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
30 Aug 2024
Too many companies are being complacent when it comes to branching out into AI.
Applying AI Successfully to Customer Service
29 Aug 2024
Manage the challenges, realize the benefits.
Marketing Campaigns Need an Enablement Advantage
27 Aug 2024
A focus on employee experience, enablement, and engagement is a top marketing priority.
GenAI Is Revolutionizing Conversation Analytics
20 Aug 2024
The solutions can uncover deeper insights, operationalize findings, and generate improvements to the CX and EX.
Conversational Interfaces: Gimmick or Gateway?
13 Aug 2024
We have to keep questioning the tech we adopt, not just for its flash but for its function.
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.