July/August 2024

Magazine Features

The Leading Companies and Hottest Trends and Technologies in Customer Service, Marketing, and Sales: The 2024 CRM Top 100

CRM magazine presents its sixth annual rundown of the leading companies and hottest trends in customer relationship management.

The Top Customer Service Trends and Technologies for 2024: In Customer Service, AI Is Everywhere

Generative, conversational, predictive, and multimodal are among the AI flavors.

The Top Marketing Trends and Technologies for 2024: Marketers Adjust to Dramatic Market Shifts

AI remains a priority and a challenge.

The Top Sales Trends and Technologies for 2024: Tech Advances Let Sales Teams Thrive in a Difficult Economy

AI and omnichannel enable greater efficiency and productivity

Reality Check

A Practical Approach to GenAI in the Contact Center

Start slowly with the technology—but definitely start.

End Notes

Contact Center Analysts Aren’t Immune from Baffling Service Experiences

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

Customer Experience

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

Quantifying success in AI projects requires new techniques for measurement.

REAL ROI

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.