May 2024

Magazine Features

AI-Powered Dashboards Give Employees and Supervisors Real-Time Insight

The advent of work-from-home contact centers has spawned a tech revolution in operations management.

Tips and Technologies for Reducing Ad Fraud

New artificial intelligence algorithms can detect bogus or inflated ad traffic.

CRM Now Shows Companies the Money

CRM integrations with e-commerce and payment gateways gain momentum.

Front Office

CRM Embraces Financial Transactions Like Never Before

Pricing and payment processing are getting more integrated into CRM systems.

Reality Check

5 Ways AI Can Enhance CX (and EX)

It's not a question of will you use AI, but when.

The Tipping Point

Dispatches From CRM’s Front Lines

Deployments and training aren't always dry affairs.

End Notes

Contact Center Catharsis

Here are some of the things callers want to vent about.

Customer Experience

Generative AI Is Everywhere, but Will Consumers Ever Fully Understand It?

Due to distrust and a lack of understanding, consumer adoption of genAI is lagging.

Insight

AI Named the Most Transformative Tech in 20 Years

ContactBabel lauds AI-powered agent assistance and chatbots.

GenAI to Handle 40 Percent of Marketing Tasks by 2029

IDC predicts huge productivity increases with genAI in five years.

Generative AI Can Improve Contact Centers

CCW Digital says genAI can "elevate nearly every facet of customer contact."

Required Reading: Pricing Science Has Changed a Lot in Nine Years

Technological and mindset challenges have spawned new customer value.

U.S. Shoppers Favor Retailer-Owned Ads

Retail media networks are preferable and pack more influence, Intellias finds,

REAL ROI

First Financial Sees Financial Gains with Kasisto

AI-powered digital assistant drives 27 percent increase in new CDs

Heylo Manages Membership Money with Brevo

Payments and expanded CRM capabilities grow association business.