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Help agents perform 3x better with real-time AI insightsGiven the rise in customer expectations, new hyper-advanced technology, and ever-evolving metrics, consistently delivering exceptional customer experiences (CX) has only become more complicated. Rather than implementing disparate tools or features that may only temporarily solve the problem, contact center leaders must work toward a ...

Dec 18, 2024 · Riley Smith is people strategy and change management practice director at Propeller. Smith manages senior change consultants, engages and supports large-scale strategic transformations for clients, and lends thought leadership expertise on organizational design and effectiveness, learning and development and change management.

Oct 1, 2024 · Integrating voice technology, conversational AI, and CRM systems can vastly improve the customer journey. Front Office. Companies Should Leave Politics to the Politicians

July/August 2024 Magazine Features. The Leading Companies and Hottest Trends and Technologies in Customer Service, Marketing, and Sales: The 2024 CRM Top 100

Nov 22, 2024 · By 2028, half of new contact center platforms will be based on data and insights rather than voice routing, ISG predicts. REAL ROI. Princess Polly Boosts Post-Click Purchases by 66 Percent

Dec 23, 2024 · While everyone is fixated on prescriptive, generative, and agentic flavors of artificial intelligence, the executive CRM vendor panel brought together for the CRM Playaz 'What is CRM in 2025' series say data should really be at the heart and forefront of any AI discussion, regardless of the type of AI being discussed. Defining successful outcomes and which data is needed to design those ...

Dec 23, 2024 · Two things happened this week. First, my team asked me to write our annual marketing predictions piece--a chance to weigh in on trends, technology, and where the industry is headed.

Dec 31, 2024 · It’s been a rough couple of years for customer experience (CX), to say the least, with 2024 seeing CX quality hit an all-time low according to Forrester’s Customer Experience Index (CX Index™).This begs the question: Why has such pervasive mediocrity become the norm? A simple answer is that the “low-hanging fruit” of easy CX wins has been picked; eking out differentiation on the ...