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Articles: Technology
Contact center surveying/enterprise feedback is a vital first step
A B2B Approach to Leveraging Customer Interaction
Communicate early, be highly interactive, and automate
Big changes influence how digital marketers do business
A financial services firm invigorates its VOC program to better understand its business—and its customers
A pet product retailer dramatically increases average order value by empowering its customers
Sonos shoots for perfect pitch with its social media and self-service support capabilities
J&P Cycles accrues more than 28,000 Facebook fans in less than a year with RightNow for Facebook
Social networks and peer communities are changing how products are sold
The U.S. government struggles as the entity most resistant to change
Mobile service is finally catching on with consumers of all ages—but not everyone is embracing the same methods
A study evaluates the performance of leading vendors
The industry needs to overcompensate for its tragic misuse of compensation management.
Astadia and Salesforce CRM help a data-hosting firm increase annual revenue by 200 percent to 300 percent
Contact centers risk wasting powerful technology on the automation of imperfect processes
QR code software like Microsoft Tag and iCandy is catching on with companies to bridge the digital world with the physical
Marketers seek to tear down channel silos to improve customer data and build better campaigns
Are consumers comfortable with or creeped out by online data collection tactics?
Will dubious user data-sharing practices hurt the industry?
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