Putting Revenue First: How B2B Marketers Can Lead with ROI

Stakeholders want to know if they're getting the most out of marketing spend. That's why more teams now say revenue is their main KPI.

As the Singularity Approaches, How Do Humans Stay Ahead of AI?

In CRM and marketing, the "mini-singularity" already happening is the automation of decision making. But marketers will still be held accountable for outcomes.

Basic Service Checks a Box; Standout Service Changes Minds

Turn customers into advocates by making genuine human connection an essential service component.

AI Voice and Chat: When to Prioritize Each for Maximum Customer Engagement

The question is not which approach is inherently superior, but rather which approach is better for your particular business, use case, and customer base.

Redefining CRM: From Sales Platform to Customer Experience Powerhouse

To meet rising customer expectations, CRM systems need to play larger roles beyond just tracking sales or contacts, instead serving as intelligent, end-to-end, AI-driven engagement platforms.

Retailers Face a New Era of AI-Powered Cyberattacks

Because the increasing digitization of retail makes it a prime target for bad actors, retailers must protect their extensive customer data and avoid costly disruptions and breaches.

Buyer Beware: How Marketers Can Navigate More Complex B2B Buyer Journeys

The linear funnel is dead. Today's nonlinear, multi-stakeholder B2B journeys require a branded demand approach—AI-driven segmentation, personalized multi-channel nurturing, and steady brand building.

The Hidden Cost of Bad CRM Decisions: Why Most Midsize Businesses Regret Their Choice

Succeeding with a Multigenerational Contact Center Workforce

Leaders must embrace flexible, inclusive strategies that leverage generational strengths, prioritize well-being, and foster a shared sense of purpose.

Origin DNA: A Strategic Lens for Selecting Your Next CRM

CRM failures often stem from selecting platforms misaligned with core business needs, making it essential to understand a CRM's origin and foundational design before choosing.

From Chalkboards to Chatbots: Is AI the Future of Teacher Training?

As AI tools reshape teacher preparation, a growing number of educators are turning to virtual simulations and adaptive platforms to meet certification demands, especially in underserved areas.

Sales Reps Deserve a System of Action CRM

It's time for a CRM that drives itself.

Five Keys to Innovation

Innovative organizations make removing fear and barriers a priority. (Featured on SmartCustomerService.com.)

How GenAI Is Reimagining the Contact Center Experience

Generative AI is reshaping contact centers into experience hubs, combining human empathy and AI intelligence to create service that's faster, smarter, and more personal. (Featured on SmartCustomerService.com.)

Embedded CDPs Emerge in Marketing

The MarTech world is moving quickly toward the concept of embedding customer data platform (CDP) capabilities within broader customer engagement and experience solutions.

Is ‘I Thought YOU Were Handling That!’ Costing Your Team?

These moments waste your team's time, damage customer relationships, and slowly erode the trust that keeps your organization functioning.

GenAI-First Agentic Ecosystems Are Driving a Composable Commerce Transformation

An ecosystem built from modular and interchangeable components can work seamlessly across key retail functions

How to Avoid the Customer Experience Cliff

When automation displaces so many human roles, CX quality takes a nosedive. The key is to define clear, human-centric strategies for implementing AI.

Static Documents Lead to Unnecessary Risk—Here’s How Automation Can Help

Automation can solve these challenges by ensuring real-time data accuracy, improving security, and reducing operational friction.

How to Navigate CRM Implementation Risks

By identifying these risks early in the process, you can mitigate their impact.