CRM Magazine

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Prepare Now for GenAI Advances

2 weeks 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.
Required Reading: CX Design Requires an Organizational Redesign

3 weeks ago | destinationcrm.com | Leonard Klie

In Supercharging the Customer Experience: How Organizational Alignment Drives Performance, customer experience and business transformation experts Alan Williams, founder and managing director of ServiceBrand Global, and Dave Stubberfield, director and principal consultant at Carter Consultancy, provide a framework for the design and implementation of customer experiences from an informed, practical, and operational perspective.
The Top Customer Service Trends and Technologies for 2025: Agentic AI Is Poised to Remake Self-Service

3 weeks ago | destinationcrm.com | Phillip Britt

By Phillip Britt, technology writer It’s long been known that excellent customer service is critical for companies’ bottom lines, and the numbers continue to support that. Research from The Harvard Business Review found that customers whose experiences with companies met or exceeded expectations spent 140 percent more than customers who had negative experiences.
CaduceusHealth Gains Insight into Employee Activity

3 weeks ago | destinationcrm.com | Phillip Britt

When the COVID-19 pandemic hit five years ago, CaduceusHealth, a billing, revenue life cycle management, analytics, and practice management services provider for large healthcare organizations, went largely remote. The Jersey City, N.J., company decided to stay with the remote model even after the pandemic waned. That presented a number of challenges.
The Top Sales Trends and Technologies for 2025: Thanks to AI, Sales Roles and Platforms See an Expansion

3 weeks ago | destinationcrm.com | Phillip Britt

By Phillip Britt, technology writer This year’s dominating sales trends and technologies build on the growing use of artificial intelligence, which is becoming more impactful in 2025. In addition to AI, sales organizations are enhancing their data assets and data management, social selling capabilities, individualized onboarding and training of sales professionals, post-purchase engagement abilities, and self-service options.
Pre-Employment Assessments Address Call Center Retention

4 weeks ago | destinationcrm.com | Leonard Klie

As call centers worldwide face an ongoing challenge hiring and retaining top-performing customer service representatives, JOBehaviors, a pre-employment behavioral assessments provider, is offering a Call Center Customer Service Agent Assessment. The high turnover rate in the call center industry comes at a steep cost. According to industry research, hiring, training, and replacing a single CSR can range from $7,500 to $10,000.
Magellan Fulfills Its Translation Mission

1 month ago | destinationcrm.com | Phillip Britt

By Phillip Britt, technology writer MagellanTV, a documentary streaming service provider based in Washington, has a growing collection of more than 3,0000 documentaries and related features. But the potential audience for that content was limited by language, says Andrew Federowicz, its director of AI. Content produced in one language was extremely costly—$20 a minute—to translate into a second language. At that cost, only the most popular content could be translated profitably.
Do We Still Need DEI in Customer Service?

1 month ago | destinationcrm.com | Leonard Klie

By Leonard Klie, Editor, CRM magazine and SmartCustomerService.com President Donald Trump ran on a platform of getting rid of diversity, equity, and inclusion (DEI) initiatives in the U.S. government. With a number of executive orders, he has followed through on this, spurring a lot of legal challenges and protests.
B2B Personalization Efforts Are Incomplete

1 month ago | destinationcrm.com | Phillip Britt

By Phillip Britt, technology writer Personalization has become increasingly important in customer buying journeys, yet an increasing number of companies are failing to use personalization throughout the customer post-sale journey, according to Forrester Research’s “The State of B2B Personalization, 2024” report.
ABM Grows, but Limits Persist

1 month ago | destinationcrm.com | Phillip Britt

By Phillip Britt, technology writer Account-based marketing continues to grow as a B2B strategy, but companies are approaching ABM in very different ways, Forrester Research concludes in a recent report. According to the Forrester 2024 State of ABM Survey, not all organizations are applying ABM well or effectively. While some ABM in general has seen growing adoption, a significant number of marketers have yet to deploy the available cross-functional tools, according to the research firm.