VR Training Is Replacing Traditional Sales and Customer Service Training
20 Nov 2023
This new training paradigm benefits employees, customers, and the bottom line.
Sales AI vs. Traditional CRM
17 Nov 2023
In the battle of ROI, which one wins?
Real-Time Guidance: Practical AI Tools for Contact Center Agents
13 Nov 2023
The ability to analyze live conversations as they occur helps the customer and employee experience.
CRM Needs to Keep the Human Element
13 Oct 2023
Whether it's buying something or resolving an issue, customers increasingly prefer to help themselves.
The 12 Major Risks of AI
06 Oct 2023
Opportunities abound and optimism is warranted, but so is a degree of caution.
When It Comes to CX, HR Is MIA, and It’s Not Their Fault
29 Sep 2023
Don't overlook what human resources can bring to the table.
How Does Employee Age Impact CRM Usage?
27 Sep 2023
The generation gap rears its ugly head, but there's hope yet.
An Insider’s Guide to Navigating Customer Service
19 Sep 2023
Some tips and tricks I've learned, both through personal and professional experience.
AI: The Brain of Future Contact Centers
14 Sep 2023
Contact centers are highly complex, and they need lightning-fast decision makers.
AI Profoundly Influenced Our Awards This Year
01 Sep 2023
Just about every CRM vendor or service provider highlighted in our awards section as done something with generative AI.
A Call for Boldness in Customer Service
23 Aug 2023
Can you dare to be so good you make yourself obsolete?
Spatial Computing: The Power to Transform CRM
21 Aug 2023
AR/VR is already making inroads with consumers, and CRM won't be far behind.
Where Should CX Leaders Spend Their Budgets in 2024?
16 Aug 2023
Amid a decline in customer experience quality, leaders will need to demonstrate value.
Writing Checks for CRM, or Writing Invisible Checks
10 Aug 2023
The cost of under-investment is hidden but painful nonetheless.
Workforce Management for the 21st Century: Helping Deliver a Great CX
27 Jul 2023
With a big assist from AI, these solutions are delivering better experiences for customers and employees.
AI Is Generating All the Buzz
07 Jul 2023
Seventy-three percent of U.S. marketing professionals have reported using generative AI tools as a part of their work today.
AI and Drive-Thrus Make a Bad Combo
06 Jul 2023
AI-powered speech recognition is not up for this McChallenge.
CX Leaders Must Prepare for Exponential Efficiency
05 Jul 2023
Paradigm shifts await customer experience organizations.
A New CX Focus Boosts CRM in Professional Services
03 Jul 2023
Firms want to stand out on customer experience, and CRM (and AI) can help.
The Death of Influence?
30 Jun 2023
How to make your voice worth listening to.