CRM Buyer - The Essential Guide for CRM System Purchasers

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business meeting

2025 Looks Like Another ‘Meh’ Year for CX

According to Forrester’s “2024 US Customer Experience Index," CX quality among brands in the United States sits at an all-time low after declining for an unprecedented third year in a...

Why CX Is Key to Retention and ROI in Competitive Markets

CX Strategies That Drive Retention and Profitability

Ross Solomon, head of product management at financial solutions firm Broadridge, believes that firms must not lose sight of the big picture -- their existing customers. He argues that CX...

frustrated customer

Automating CRM Productivity Falling Short of Improving CX

AI-enabled automation is the new linchpin of innovation in CRM platforms. However, the expected productivity gains have yet to translate into meaningful improvements in customer experience (CX)...

AI data platforms to increase personalization and customer loyalty

AI-Powered Loyalty Platforms Bring New CX Opportunities

Data and artificial intelligence are crucial for effective customer loyalty programs. They are also revolutionizing the role of traditional CRM platforms. Initially, CRM systems changed business interaction with customers. Energizing...

frustrated consumer

AI Not Exactly a Selling Point for Consumers

Promoting a product's AI features might appeal to marketers, but it has the opposite effect for many consumers. A recent study shows that labeling products as "Artificial Intelligence" makes people...

business meeting

2025 Looks Like Another ‘Meh’ Year for CX

Why CX Is Key to Retention and ROI in Competitive Markets

CX Strategies That Drive Retention and Profitability

frustrated customer

Automating CRM Productivity Falling Short of Improving CX

AI data platforms to increase personalization and customer loyalty

AI-Powered Loyalty Platforms Bring New CX Opportunities

frustrated consumer

AI Not Exactly a Selling Point for Consumers

cutomer service agent in a call center

Turning the Contact Center Into a Strategic Brand Asset

Inconsistent brand experiences in e-commerce are common, often due to a disconnect between marketing efforts and contact center interactions. AI...

customer relationship management trends

Open-Source Overhaul Revitalizes Pipeliner CRM Through Forced Rebuild

Rebuilding Pipeliner CRM with open-source components posed challenges, including maintaining customer service and preserving the interface during a four-year overhaul...

How to create an inclusive digital presence and better user experience

Tips To Create a More Inclusive Digital Presence and Better UX

The key to successful website design, particularly for e-commerce and brand-focused businesses, hinges on maximizing user experience. In UX design,...

grocery inflation

What’s the Matter With Retail? Hidden Forces Behind Rising Prices

In the bad old days, consumers would most likely pay more or eat beans instead of steak. But today, thanks...

contact center agents

For CRM, AI Advances More Than Just Contact Center, Marketing Goals

Jonathan Moran from SAS discusses how AI is advancing CRM beyond contact centers and marketing and what's needed to ensure...

artificial intelligence in crm systems

CallRail Expands AI To Supercharge CRM Lead Intelligence Integration

Developed by CallRail Labs, Convert Assist integrates three successful features -- action plans, call coaching, and smart follow-up -- into...

How to create effective engagement for e-commerce customer journeys

Coveo Report Reveals AI Search Enriches Customer Engagement

The latest research on consumer behavior shows that one of computing's most basic functions for users -- the search window...

customer service representive

Next-Gen Super Bots Built To Enhance Customer Communications

Chatbots and virtual assistants with advanced natural language processing (NLP) are transforming customer care and how businesses engage with their...

millennial couple online frustrated by poor customer experience

Negative Online Experiences Drive Customers To Competitors: Study

If a company wants to send customers to a competitor, serving up a negative online experience is a good way...

how generative AI enhances automated customer experiences

AI Brings High Hopes for Better Retail Customer Experiences

The retail industry is undergoing a significant transformation driven by the increasing adoption of artificial intelligence. A recent study found...

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CRM Buyer Channels

Call Centers

For CRM, AI Advances More Than Just Contact Center, Marketing Goals

Customer Service

Customer Service

Coveo Report Reveals AI Search Enriches Customer Engagement

Exclusives

Surefront Unified Toolkit Modernizes CRM and Retail Management

Expert Advice

Beyond the Cart: UX Hits and Misses Can Make or Break a Virtual Storefront

Marketing

Paradoxical Behavior Makes Consumers Unpredictable: Report

Spotlight Features

Spotlight Features

How To Leverage Gen AI Without Losing the Corporate Shirt

Strategy

To Deploy a Better CRM With AI, Keep Humans on the Help Desk

Trends

Retailers Turn to AI for Holiday Shopping Season Success

Vendors

CallRail Expands AI To Supercharge CRM Lead Intelligence Integration