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Viewpoints
Here are four metrics to make your decision making more data-driven—and enhance profits.
You've gotten the customer's attention, now how do you seal the deal? Start by knowing who they are and why they came.
With the help of journey mapping and analytics, you can engineer the customer experience from the customer's point of view.
Establishing expectations and enabling intelligent data flow are key to your mobile blueprint.
The microblogging platform is a quick, cost-effective way to reach many, spot trends, and show transparency.
With charitable giving exceeding $298 billion in the U.S. alone, it's time that software companies gave nonprofits the attention they deserve by creating technology that truly serves their needs.
The IoT is altering our technology landscape—and it will require a change in culture as well.
Integrity, empathy, personalization, and convenience are key values on the path from prospect to paying customer.
Lead-qualifying AI will work 24/7, never call in sick, and will follow up on 100 percent of leads. Best of all: Customers won't know the difference.
Discover a 360-degree solution for social care.
We're all human, and humans sometimes fail in relationships. Here are the keys to building ones that last.
It takes thoughtful planning and execution, but the rewards are plentiful.
The best way to get inside your customers' heads—and keep them happy—is to chart their journey.
A study finds that agent knowledge is the biggest customer service headache. Here's how to spell relief.
Lots of vendors claim to offer it, but make sure you're getting what you pay for.
Mobility, flexibility, and automation will help you get the most out of your system.
Leave decision making to humans, but automate (or eliminate) the processes that lead up to it.
You can't do a jigsaw puzzle without the box; likewise, you can't satisfy today's omnichannel customer without a sound strategy.
Bombarding customers with irrelevant messages doesn't help. Forget focusing on meeting quotas and focus instead on the customer experience.
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