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Columns/Departments

Creating Customer Experiences that Endure

They need a foundation built on orchestrated systems, processes, and technologies.

How Artificial Intelligence Is Transforming CX

Contact center systems were long overdue for a major refresh. AI is obliging.

Are Robots Turning into Us, or Us into Them?

Automation technologies seem intent on turning reps and agents more and more robotic.

The Industry Outlook Is Rosy, and We Have the Numbers to Prove It

Across each CRM technology sector, the worldwide market valuation is rising, and the upsurge is expected to continue.

How Should Metaverse Pioneers Organize Their Efforts?

Don't be late to the party or, worse, end up missing the opportunity altogether.

The Case for Technology-Enabled Sales Coaching

The edge it provides is quite tangible.

IVAs: Self-Service Solutions that Work

It's time to give the customers what they want.

Why B2B Buyers Choose the Safest, Rather than the Best, Solution

Sellers need to understand the risk-reward (and very human) calculations their customers make all the time.

Challenging Times Lie Ahead; Bold Action Is Required

The opportunities for the CRM industry couldn't be better. Nor could the outlook, as we uncovered in our fourth annual 'CRM Top 100' issue.

Hard to Hire

How to stop getting ghosted.

Prepare for the Age of the Metaverse Economy

A rundown of use cases and the steps to get you started.

Aligning People, Process, and Technology: The Key to a Successful Contact Center

This bit of wisdom never goes out of style, no matter how advanced our tools become.

With All the Tools Available, You Only Have Yourself to Blame for Poor Service

Many customers (like me) are not shy about expressing their displeasure with companies when they fail to meet expectations.

Optimizing CRM Will Increase Revenue Velocity

Companies are increasingly feeling the need for speed

You Can’t Duck the Metaverse

And you shouldn't want to: This is where your customers will go next.

CX and the Need to Nix the Metaphor of War

When we stop thinking of customers as enemies to be ‘targeted', collaborative possibilities arise.

Oh, Paw-lease: Canines, CRM, and CX

As any pet owner will tell you, dogs have opinions. Perhaps even on customer experience?

The Genesis of AI for Sales Suites

Sales organizations are looking to artificial intelligence to tackle an array of challenges.

Adapt to Gain an Advantage

Given our current economic uncertainty, companies naturally want to make sure that every dollar spent is producing concrete returns.

Six Myths About Design, and Four Ways to Overcome Them

Too many companies are in the dark about what design is, who should be involved, and how to do it well.