How Observability Technology Can Help Banks Create a Seamless Customer Experience

Digital transformation efforts must prioritize both service reliability and data security and privacy. Real-time monitoring capabilities can detect potential issues before they impact customers.

Successful CRM Does Not Rely on Employee Participation

In knowledge-based industries like finance and professional services, tracking and managing complex relationships can be too time-consuming. The solution: thoughtful automation.

Building the Cross-Company Customer Experience

Enterprises should not be expected to play the role of middlemen as they hire more and more vendors to address increasing customer experience demands.

With Privacy Regulations Looming, Here’s How Companies Can Prepare

Now is the time to onboard new privacy tools for your business and enact a security and compliance plan for when these laws are set in stone.

COVID-19 Has Forced a Pivot to Digital-First. Here’s How Companies Adapt

Nearly every organization has been impacted by the 2020 digital transformation rush. Those that have not made moves to adapt stand to lose market share to competitors, suffer customer retention and loyalty fallout, and even face potential bankruptcy.

Digital Innovation, Remote Work, and Trusted Relationships Will Spearhead the Pandemic Economy

All of us—technology providers, businesses, and consumers—must collectively work together to find new solutions if we are to reach the other side of this crisis.

8 Business Ideas to Engage Customers Right Now

To remain strong and prepare for the other side of this crisis, what can a business do today? We offer these eight ideas, even a couple that dip a toe into promotions, to help cut through customers' in-box clutter and help your brand stay relevant.

3 Tips for Choosing a CRM Outsourcer

When enterprises need great CRM software but lack the time or talent to build it in-house, outsourcing is only logical. But it's important to find the right long-term partner from the start.

Introducing Digital 'Advisory Services': A New Way to Use Visual Engagement to Drive Revenue

Longtime staples of the contact center, visual engagement tools like screen sharing represent a new digital channel for efficiently selling products and services, deepening customer relationships, and growing revenue.

In a Customer-Driven Age, Financial Firms Are Struggling to Achieve Loyalty

Too many companies are not collecting and analyzing the data they need to gain a deeper understanding of customers.

3 Reasons Why Enterprises Need the Growing Gig Economy

Companies are finding that, empowered by technology, the gig economy can solve talent, experience, and security challenges in ways that were not possible just a few years ago. One CEO from the call center industry weighs in with his perspective.

The Case for Integrating CRM and Marketing Automation (Video)

X2CRM CEO David Buchanan explains why CRM and marketing automation systems should be integrated rather than silo'd in this clip from CRM evolution 2018.

Banks Must Gain Insight Into Digital Sales—or Risk 'the Abandonment Problem'

Marketing budgets will go to waste if customers continually drop out of poor user experiences.

The Value of E-Signatures

Going digital doesn't have to mean losing the personal touch.

Play by the Rules with Customer Experience Management

Timing and relevancy are key to sales conversions.

Win Over Consumers with Intelligent, Targeted Marketing

Choose the latest technology over hit-or-miss efforts.

The Changing Face of the Financial Services Industry

In an information age, data becomes the new source of value.

The Role of Gamification in the Contact Center and Back Office

Gain more value from employees and customers with gamification processes.

How Financial Institutions Can Benefit from Predictive Analytics

Four ways to drive revenue and improve retention.

From Woeful to Wow in Online Customer Engagement

A journey-based approach for better sales and service.