When Did Customer Success Stop Being Successful?

Cracking a mystery of modern revenue optimization.

How the GenAI-Metaverse Relationship Impacts CRM

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

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.

CRM Embraces Financial Transactions Like Never Before

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

5 Ways AI Can Enhance CX (and EX)

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

Sales’ Big Challenge: Winning the Game

When it comes to B2B sales, here's a look at one thing that hasn't changed over the years, but needs to.

AI-Enabled WFM Promotes Efficiency and Flexibility

More advanced workforce management empowers employees and improves CX.

CRM Is Good, Even in the Bad Times

Some markets face an uphill climb, but that just makes investing in CRM even more crucial.

Achieving Trust in the Age of AI

Companies will learn that without enough precision data, mistrust of AI will persist.

Integrating CRM, AI, and the Metaverse

Futuristic-sounding customer experiences are now becoming reality.

Expanding the Tech Stack Is a Business and Personal Imperative

Here are three technology innovations that you really need to adopt as soon as possible.

In a World of AI Co-Pilots, Who’s Ready to Fly the CX Plane?

The question of pilot (i.e., human) readiness has entered the AI picture.

Regular CRM Health Checks Are Critical

If CRM is your operational heartbeat, make sure it's healthy.

The Various Roles of Sales AI

How are sales organizations actually leveraging artificial intelligence?

GenAI’s Time Has Come. Are You Ready?

The hype is over, and the real work of making generative AI has begun.

CX Pros Will See a Year of Post-Pandemic Push-Pull

With genAI on tap, 2024 will bring plenty of customer experience opportunities (and pitfalls).

Real-Time Guidance: Practical AI Tools for Contact Center Agents

The ability to analyze live conversations as they occur helps the customer and employee experience.

AI: The Brain of Future Contact Centers

Contact centers are highly complex, and they need lightning-fast decision makers.

CRM Needs to Keep the Human Element

Whether it's buying something or resolving an issue, customers increasingly prefer to help themselves.

When It Comes to CX, HR Is MIA, and It’s Not Their Fault

Don't overlook what human resources can bring to the table.