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Articles: Technology
A contact center executive at American Express takes a holistic approach to support
Not even a threatened cancellation of the season could deter football's loyal customers
The company plans to start charging merchants for customer data
Traditional standards of database marketing will be retailers' downfall
Better connections with customers and more efficient use of resources will drive future IT investments
Technology, not philosophy, has altered consumers' expectations
But conference panel warns against sacrificing the basics
The CNN analyst and former presidential adviser identifies mobilization, persuasion, and trust as critical qualities
Google dips its toes into social networking waters—again
The focus shifts from managing knowledge to empowering people to respond, as seen in online communities
New software helps to handle multiple consumer touch points
Blending knowledge management with customer service is critical
What does the customer want? versus What does it cost?
How to satisfy digital consumers and avoid damaging word of mouth
How can your company benefit from this solution?
Ushering in the age of digital customer relationships in marketing
Ten steps from the front lines
Organizations need to be smart and think long term
What makes a company's automation processes successful?
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