-->
CRM Covers
Free
for qualified subscribers
Subscribe Now Current Issue Past Issues
CRM Case Studies

2degrees Improves Efficiency and Insights with CXone Mpower

NiCE's genAI-infused solution becomes a true time saver for the telecom.

PolyAI Agents Sweeten Interactions for Hello Sugar

PolyAI's AI agents increase self-service and customer satisfaction for the salon franchiser.

Selectra Is Glad That It Switched to Gladia

The utility comparison firm is using Gladia's speech-to-text for quality monitoring. (Featured on SpeechTechMag.com.)

Brinks Homes in on Streamlined Customer Service with Cresta

The home security provider resolves 92 percent of calls on first contact.

CRM Columns

AI Alone Can’t Do It All

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

AI ‘Exponentials’ Will Rule the World

Highly effective tiny teams will be nimbler than the legacy behemoths.

Pickles, Profit, and a World Where Opportunity Can Be Manufactured

Content needs its own supply chain.

How CSOs Can Embrace AI and Hit Revenue Targets

Most sales organizations have yet to see significant improvements in seller performance from AI.

Reports & Research

Creating an AI First Customer Access Strategy with Conversational AI

NiCE

Blueprint for an AI-First Contact Center

NiCE

AI Agents for Your Business

NiCE

Bridging the gap: How AI-powered contact centers can transform healthcare outcomes.

Talkdesk Report

Top 5 AI use cases for banking

Talkdesk EBook

[ICMI] The State of AI in the Contact Center

NiCE

[MIT] The Connected Customer

NiCE

CXone Mpower Agents: AI agents built for CX

NiCE

HBR Webinar: How leaders are rethinking customer experience with AI

NiCE

Connected Conversations: The Enterprise Playbook for Scalable, Secure, Multilingual Voice Support

A New Guide from Language IO