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CRM Case Studies

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.

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.

CRM Columns

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.

Reports & Research

The State of AI in the Contact Center

NICE

Drive Results With AI-Powered CX Lower Costs, Boost Revenue, And Create Happy Customers

NICE

Forrester Generative AI Essentials for CX Leaders

NICE

CCW Report: Master the Complexity of Today’s Customer Experience Conversations

NICE

Customer Operations For Dummies, 2nd ServiceNow Special Edition

ServiceNow

Deliver experiences customers crave: The 3 imperatives for leaders’ approach to CX in 2024

ServiceNow

Customer Experience (CX) Trends First Ed. - Customer service insights in the GenAI era

ServiceNow

Forrester: The Total Economic Impact™ of ServiceNow Field Service Management

ServiceNow

Driving success in field service with AI innovation

ServiceNow

The Forrester Wave™: Customer Service Solutions, Q1 2024

ServiceNow

IndustryWeek Ask the Expert: Gain an Edge with More Engaged Factory Employees (aka deskless worker)

ServiceNow

A manufacturing CHRO’s guide to elevating employee experiences while reducing costs

ServiceNow

Smart Industry Report: GenAI in Manufacturing - Employee engagement

ServiceNow