Institute for Customer Relationship Management (iCRM)

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Webinars

• 2024 Contact Center Success Stories: What Went Right!
• Conversational Customer Service: Convenience Everywhere
• Future-Proofing Customer Experience with AI-Powered Solutions
• Redefining Contact Center Efficiency with AI Solutions
• Smarter Self-Service: Leveraging Technology for Effortless Customer Care
• Transforming Agent Experience with AI: Boosting Performance and Satisfaction
• Exploring the Future of AI-Driven Analytics: Trends Shaping Tomorrow's Decisions
• Knowledge Management and AI: Enhancing CX and Employee Productivity
• Transforming Real-Time Customer Feedback into Action with AI

Content Library

• H2 2024 Update: State of Omnichannel Fraud Report
• Nothing Artificial About It: A Guide to “Augmented Intelligence” for WFM
• Breaking the chains of the WFM paradigms for dummies
• The State of CX: Real insights from the largest CX dataset
• CX 2025 Trends: Planning Essentials 2025 Strategy
• Security in an AI-driven Landscape
• Your Professional Strategy Guide to CXone Mpower
• Translate customers into loyal champions