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Columns/Departments

Who Really Wins When Business and Politics Collide?

In today's hyper-divided political climate, coming down on one side or the other is sure to ruffle feathers.

Will Uberization Ruin Contact Centers?

A community-based gig economy model is giving way to a more utilitarian model.

CRM’s Impact During, and After, the Pandemic

Smart implementations really demonstrated their worth

Digital Sales Transformation: How Done Is Done?

COVID changed everything, but the change isn't over yet.

B2B Brand Leaders Are Optimistic for a 2021 Pandemic Recovery

We may be approaching the beginning of the end. This is good news for customers.

Workforce Optimization Solutions Help Companies Through the Pandemic and Beyond

As digital transformation became a necessity, so did new and improved WFO

CRM Must Move Forward, Not Back

Cloud-based technologies enabling agents to work from home were the main structural change brought by COVID.

Digital Humans Are Here to Serve You

Animated avatars for customer service are becoming too good to dismiss.

Four Lessons for Designing Exceptional Customer Journeys

Journeys that are just okay won't lead to more buzz and more business.

Contact Centers’ Digital Transformation Has Only Begun

The process was hastened by the pandemic, but with COVID's end hopefully in sight, businesses need to rethink the service experience.

Subscription Models Equaled Strong CRM in Our Pandemic Year

Tighter bonds with customers helped subscription-based businesses weather the storm.

CRM’s Digital Executives Take a Front Seat Post-Pandemic

It's all hands on deck as successful companies shift to a digital C suite.

As Clouds Rise, Companies Need to Explore Their Options

For many businesses, cloud deployments are more cost-efficient and enable greater flexibility, reliability, agility, and security.

Wake Me Up When the Chatbots Write Their Own Scripts

They're a long way from that now, but AI points toward that future

Five Long-Term Business Lessons the Pandemic Taught Us

Here's what companies must address to thrive amid uncertainty.

CRM at the Top of the Sales Funnel

Companies have big targets; so how do they hit them?

The Key to Global Success? Global CRM

Companies have to get all of their accounts rowing in the same direction.

Algorithms and (Artificial) Intelligence: Hype vs. Reality

Understand what you have—and whether it helps you get where you want to go.

How to Regain Customer Trust in 2021

Your user experience needs to inspire user confidence.

CRM’s Changing Role as We Look Past the Pandemic

Lessons learned about connecting and engaging with customers during the pandemic will need to be applied post-pandemic.