Is Your CRM as Intelligent as It Should Be?
CRM platforms must capture and organize ever-increasing amounts of data, and AI can help
The ‘Cost Center’ Notion Must Go (Finally)
Companies claim to be customer-obsessed, but customers themselves feel otherwise. What's not adding up?
How Can AI Help Small Businesses with CRM?
This year's installment of ‘ask the vendors' features the tech topic on everyone's mind
Amid Economic Uncertainty, Optimize, Don’t Downsize
Department heads need to look beyond simple expense trimming and instead focus on optimizing what they already have
Where Systems of Record Will Go from Here
They're continually evolving, not going away
The Reality of AI—Once You Get Past the Hype
Artificial intelligence is widely claimed, but practical uses are not widely found just yet
The Next Step in CX: Ambient Experiences
Customers will soon expect real-time experiences that are automatic, natural, unique, and contextually relevant
6 Steps for Creating and Leveraging a Digital Assessment
Here's how to ready your organization for digital leadership
Speech Recognition Is Not Speech Understanding
Companies and contact centers strive to communicate with customers across countries and languages, but are their efforts getting lost in [machine] translation?
Making Sense of the Acronym-Laden Industry
Companies can now use an API to incorporate AI into their KPI, all to get more ROI and provide a better UX.
With AI for Sales, Familiarity Breeds Respect
The more sales professionals look at AI for sales, the more they like what they see
How CRM Is Driving Organizational Change
Companies are taking control of their customer experiences
Yes, Companies Can Influence Customer Emotion
How experiences make customers feel is crucial. Ignore that at your own peril.
Use Business Cases as an Opening and Closing Tool
They are a perfect way to assist your customer in due diligence while building trust
New Workforce Management Transfers Power to Agents
With flex staffing, agents can self-serve their way to a better work-life balance
AI Is Top of Mind for Everyone in CRM
The consumer uses for AI are numerous, but just as real are the business use cases.
Don’t Let AI Distract from the Real Problem
It is clear that many organizations still struggle with the same issues they had 10 or 20 years ago.
How Do You Define CX Success?
When you put customers at the heart of your decisions, you're bound to succeed
AI Is Driving Sales Management’s Interest Across the Board
Not surprisingly, artificial intelligence is infusing every part of the sales process
Conversational AI Should Speak Plainly and Carry a Big Meaning
Highly technical or lawyerly utterances should be eschewed—in other words, lose the jargon