AI Propels KM to Center Stage

Knowledge management is no longer confined to contact centers or tech support.

How Does CRM Affect Private Equity Investment?

Investors need a window into the health of a business.

I Own My Own Experiences

No one department should have exclusive responsibility for the customer experience.

Why Every Company Needs an Operating Model for CRM (and What That Means)

People don't use CRM the way it was intended.

AI Alone Can’t Do It All

Humans still need to be in the loop. Plus: We fondly remember a visionary colleague.

How CRM Plus CX Platforms Are Shaping the Future of CX

These two tools are better together.

AI Goldfish or AI Dolphin—Which One Is Your Organization Ready to Be?

Beware of memory scars from past attempts to leverage AI.

A Guide to the Most Powerful AI Applications for Marketing

Here's how AI is transforming how companies connect with customers and prospects.

Why AI Agents Are Booming and the Real Challenges Behind the Hype

The possibilities are exciting, but the path to a successful AI rollout isn't all smooth sailing.

5 CRM Questions Every Salesperson Should Ask

Get the most out of your CRM and AI resources.

Smart Glasses and the Future of CRM

Sci-fi shopping experiences are right around the corner.

What Does Internal CRM Evolution Look Like?

Pitfalls and best practices on your CRM implementation journey.

Don’t Let Fear Deter CX Investments in 2025

It is indeed possible to reduce operational complexity and overhead without compromising CX quality (thanks, AI).

Expect Change in the CRM Industry in 2025 and Beyond

If there's one thing that's certain, it is that the long-term outlook for the CRM market remains positive.

How to Map Success in the Growing CSO Role

Here are six areas on which to focus in the short and long term.

Optimizing CRM Adoption

Here's how to turn more of your CRM users into power users.

The CCaaS Market Sees Growing Pains and Changing Dynamics

Many waves of opportunity are ahead for CCaaS providers.

AI’s Powerful Impact on CRM

AI is already revolutionizing sales, marketing, and customer service.

Where Does CRM Adoption Stand Today?

From data-entry drudgery to making people's work lives easier (and more productive).

Data Headlines Our 2024 Awards

None of the solutions we celebrate can work without data that is current, relevant, and accurate.