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CRM Case Studies

Swrve Boosts User Engagement for Cinedigm

The entertainment studio improved mobile customer click rates, completion rates, and app sessions

UJET Puts Dia&Co on the Plus Side of the Ledger

The fashion retailer has boosted customer satisfaction with its new contact center platform

The State of Customer Service Automation 2019

Insights from 75 million issues & 71 million bot interactions reveal how automation trends are driving customer service forward. Download this report to learn about the impact of customer service bots on standard contact center KPIs.

MaritzCX Energizes Reliant’s Customer Experience

The company has experienced success by adopting a customer-centric DNA

CRM Columns

The ‘Cost Center’ Notion Must Go (Finally)

Companies claim to be customer-obsessed, but customers themselves feel otherwise. What's not adding up?

How Can AI Help Small Businesses with CRM?

This year's installment of ‘ask the vendors' features the tech topic on everyone's mind

Amid Economic Uncertainty, Optimize, Don’t Downsize

Department heads need to look beyond simple expense trimming and instead focus on optimizing what they already have

Where Systems of Record Will Go from Here

They're continually evolving, not going away

Reports & Research

Overcoming the Top 5 Challenges of Omnichannel Analytics

NICE Nexidia

Forrester TEI: Business Value of ServiceNow Customer Service Management


Driving Radical Customer Service Innovation - Move beyond operational demands to deliver proactive strategies that drive business growth


The Road to Transforming the Customer Service Experience - Investing in great outcomes for employees and customers


Make Journey Mapping Your Secret to Outstanding Customer Service


ABERDEEN STUDY: Four Transformative Best Practices for Future-Ready Customer Service Experiences


State of Customer Service Automation 2019 Report


Ultimate Guide to Digital-First Customer Service


The Ultimate Guide to B2B Customer Support


How Engagement is the Path to ROI Growth


3 Ways to Deliver Data-Driven, Personalized Support


How to Make Money in the Cloud