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January 15, 2025

CRM Across the Wire

Strategic Planning for Customer Service: A Simple, Effective Approach

Strategic planning for 2025 should involve a fresh look at people, process, and technology. (Featured on SmartCustomerService.com.)

CRM Video

CRM in 2025: Data Is Key to Bringing Predictive, Generative, and Agentic AI Together

While everyone is fixated on prescriptive, generative, and agentic flavors of artificial intelligence, the executive CRM vendor panel brought together for the CRM Playaz "What is CRM in 2025" series say data should really be at the heart and forefront of any AI discussion, regardless of the type of AI being discussed. Defining successful outcomes and which data is needed to design those outcomes should be the primary concern.