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Leadership needs to be shown that bad data is not simply a cost of doing business but rather a problem that can, and must, be solved.
And 4 other pieces of preference center advice for retailers based on things good old Mom used to tell you.
You have to ensure your employees know they have a stake in providing customers with the best possible experience.
Customer service departments are a secret weapon, a strategic asset. Embracing this notion is the difference between failure and success. (Featured on SmartCustomerService.com.)
Companies using chat bots typically perform better in some key customer service metrics. (Featured on SmartCustomerService.com.)
Artificial intelligence can spot potential problems in customer interactions and help companies and customers work through them. (Featured on SmartCustomerService.com.)
Bots and IVAs aren't necessarily mutually exclusive; they perform different functions, so they can coexist. (Featured on SmartCustomerService.com.)
All companies today need to develop and nurture an internal culture dedicated to protecting sensitive customer data. (Featured on SmartCustomerService.com.)
As omnichannel becomes a more prominent consumer expectation in customer service, contact centers should consider incorporating omnichannel strategies into their business models. (Featured on SmartCustomerService.com.)
Integrating the two technologies is a powerful way to cover all aspects of the customer journey.
Your customers want personalized experiences, but first they need to trust you with their data. And that trust requires security and transparency.
This emerging channel makes it easy for you to connect with customers anytime, without devoting time and money to developing an app.
By enabling a comprehensive view of customers, MDM solutions can help create a satisfying experience across marketing, sales, customer service, e-commerce, and all other customer-facing channels.
Customers won't always conform to a controlled path of events and channels. Marketers need to embrace their unpredictability.
An executive at Zephyr Health details how companies in the life sciences industry can drive a higher return on their CRM technology investment, tips that are applicable to companies in any industry.
As today's digital consumers bounce from screen to screen, here are three objectives for companies looking to successfully deploy a customer experience solution.
Social customer care is a great tool to boost customer engagement and loyalty, but it's not an easy feat. (Featured on SmartCustomerService.com.)
Millennials will thrive in a company culture that mirrors their own values and provides a sense of purpose. (Featured on SmartCustomerService.com.)
Solutions are still expensive, but the benefits outweigh the costs when it comes to speech analytics. (Featured on SmartCustomerService.com.)
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