Where Does CRM Adoption Stand Today?

From data-entry drudgery to making people's work lives easier (and more productive).

Your Customers Don’t Care about Efficiency Metrics

A focus on cost reduction can shortchange your contact center.

GenAI: Reaping the Benefits and Navigating the Challenges

The technology is well on its way to being a contact center fixture.

The AI Endgame Is Decision Automation

Data Headlines Our 2024 Awards

None of the solutions we celebrate can work without data that is current, relevant, and accurate.

An AI Answer to the Disturbing State of Sales

Too many companies are being complacent when it comes to branching out into AI.

Applying AI Successfully to Customer Service

Manage the challenges, realize the benefits.

Marketing Campaigns Need an Enablement Advantage

A focus on employee experience, enablement, and engagement is a top marketing priority.

GenAI Is Revolutionizing Conversation Analytics

The solutions can uncover deeper insights, operationalize findings, and generate improvements to the CX and EX.

Conversational Interfaces: Gimmick or Gateway?

We have to keep questioning the tech we adopt, not just for its flash but for its function.

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.

Patriotism Aside, U.S. Operations Are a Good Idea

Onshoring can be costly upfront, but the service improvements will pay off.

How the GenAI-Metaverse Relationship Impacts CRM

The two technologies together lead to better sales, marketing, and customer service experiences.

When AI Is Ready, Will You Be?

The human touch will become a rare opportunity for differentiation.

Change Is Mandatory. Stress Is Optional

We were built for change, but why is it so hard to embrace?

When Did Customer Success Stop Being Successful?

Cracking a mystery of modern revenue optimization.

The Business Case for Sales Technology Training

Your investment in sales enablement tools has to go beyond simply acquiring them.