Phillip Britt

1 week ago | destinationcrm.com | Phillip Britt

Post-sale customer engagement, an often-overlooked part of the customer life cycle, helps B2B companies with customer retention, loyalty, growth, and advocacy, according to a new report from Forrester Research. In fact, a proactive post-sale customer engagement strategy is critical to ensure that companies get full value from their customer relationships, Forrester says.

1 week ago | destinationcrm.com | Phillip Britt

Almost all contact center leaders will be maintaining or increasing their investments in artificial intelligence in 2025, according to new research from CCW Digital. Customers should expect to see more automation this year and in the future, the organization concluded. Half of those interviewed said they would increase their overall AI investments, while 49 percent said they would be maintaining their level of AI investment this year, the organization found.

2 weeks ago | destinationcrm.com | Phillip Britt

The on-again-off-again trade war and tariffs on foreign goods coming into the United States are not only sending shockwaves throughout the stock market. Socio-economic events once considered unlikely are roiling B2B buyer behavior, making traditional go-to-market processes obsolete, according to a new report from Forrester Research.

2 weeks ago | destinationcrm.com | Phillip Britt

By Phillip Britt, technology writer For private-sector firms, government contracts can be extremely lucrative. They can also be very complex, especially when it comes to all of the necessary authorizations required to operate in the public sector. As companies and the U.S. federal government moved more operations to the cloud, the Federal Risk and Authorization Management Program (FedRAMP) was born.

1 month ago | destinationcrm.com | Phillip Britt

By Phillip Britt, technology writer Two top research firms are recommending that organizations plan now for the increased capabilities that generative artificial intelligence (genAI) will have in the next few years. Organizations must address a decline in tolerance for legacy self-service and focus on simplifying digital services through conversational genAI, according to Patrick Quinlan, a Gartner senior director analyst.