QR Codes Failed Because the Ask Was Bigger Than the Reward. That’s Changing

After many false starts, QR codes have finally found their footing, but marketers need to treat the post-scan experience as seriously as the code itself.

Keeping Customer Data More Secure with AI

AI might have the best chance of catching data threats at the hands of AI.

Video Raises the Bar for CX Operations

Video customer service tools abound, and we break down some of them here.

The Leading Companies and Hottest Trends and Technologies in Customer Service, Marketing, and Sales: The 2026 CRM Top 100

CRM magazine presents its eighth annual rundown of the leading companies and hottest trends in customer relationship management.

The Top Customer Service Trends and Technologies for 2026: Customer Service Is Getting Supercharged

AI is opening new doors for contact center agents, managers, and customers.

The Top Marketing Trends and Technologies for 2026: Marketing’s Age of AI Has Arrived, Now Comes the Hard Part

From zero-click search to "AI slop" fatigue, the trends reshaping marketing this year require more than automation; they demand new strategies and tactics.

The Top Sales Trends and Technologies for 2026: Traditional Sales Pillars Get Upended This Year

AI is flipping the script on decades-long sales processes and platforms.

GEO Is Superseding SEO

Generative engine optimization demands a fundamental shift in marketing strategy.

Who Owns the Customer Experience?

The CRM tech stack is coming together, which complicates the ownership debate.

Why Branded Calling Is Critical for Outbound Outreach

Here's how to implement it and restore your ring's reputation.

Pending Legislation Could Upend AI in CRM

Government regulators are turning their attention to artificial intelligence in customer interactions.

Ready or Not, Digital Doubles Are Here

Can your CRM handle agent-to-agent commerce?

How to Advance Self-Service with the Latest Generative AI Bots

Customer self-service is better today, but it takes effort to use it successfully.

Analytics Move to the Hiring Process

Tools emerge to ensure incoming contact center agents have the right attributes.

The Best CRM Software, Solutions, and Innovators: The 2025 CRM Industry Awards

Our 24th annual awards recognize the vendors and innovators that shone the brightest in the past year.

The Best CRM Software and Solutions: The 2025 CRM Industry Leader Awards

Our top five picks in 11 categories point the way forward with the best products and capabilities hitting the market in customer service, marketing, and sales.

Six Top Innovating CRM Companies for 2025: The CRM Conversation Starters

These vendors kept the industry abuzz with products, services, and integrations that add up to innovation in sales, marketing, and customer service.

The Best Enterprise CRM Suite: The 2025 CRM Industry Leader Awards

The Best Small and Midmarket CRM Suite: The 2025 CRM Industry Leader Awards

The Best Unified Customer Experience Platform: The 2025 CRM Industry Leader Awards