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


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


Forrester Generative AI Essentials for CX Leaders


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


Customer Operations For Dummies, 2nd ServiceNow Special Edition


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


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


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


Driving success in field service with AI innovation


The Forrester Wave™: Customer Service Solutions, Q1 2024


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


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


Smart Industry Report: GenAI in Manufacturing - Employee engagement