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CRM, AI, and Technology Investment: Too Much of a Good Thing?

Despite the countless dollars companies are spending on AI, the quality of the experiences they provide to customers continues to decline.

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CRM Case Studies

Republic Services Hauls in Employee Improvements with NICE

Putting the customer experience first has helped retain agents.

Verint Speech Analytics Saves Money for Premier Bankcard

Time and cost savings add up.

Grammarly Rewrites Databricks’ Customer Experiences

Databricks elevates efficiency and customer trust with writing help

Networking Solutions Increase Concession Sales

The New Jersey Devils and Prudential Center score big with Verizon.

CRM Columns

CRM, AI, and Technology Investment: Too Much of a Good Thing?

Despite the countless dollars companies are spending on AI, the quality of the experiences they provide to customers continues to decline.

Meet the New ROI for AI Projects: Return on Transformation Investment (RTI)

Quantifying success in AI projects requires new techniques for measurement.

Contact Center Analysts Aren’t Immune from Baffling Service Experiences

Knowing exactly where a company went wrong doesn't lessen the frustration.

A Practical Approach to GenAI in the Contact Center

Start slowly with the technology—but definitely start.

Reports & Research

[Aberdeen] Crafting a Back Office of the Future

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Customer-Led. AI-Enhanced. The New Digital Self-Service Landscape

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Turn CX Data into a Strategic Asset with AI

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2024 International Happiness Index

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[Omdia Report] Putting CX AI Into Action: A Practical Guide

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