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Where Systems of Record Will Go from Here

They're continually evolving, not going away

Data Is Useless (at Least on Its Own)

Marketers should view data as just one ingredient in a successful recipe

Are Grocery Services Profitably Delivering on Customer Experience?

The last mile of direct-to-consumer supply chain is challenging

Storytelling in Business: Art, Science, Necessity

You have to make customers connect with you in a personal way

To Engage Customers, Your UI Design Needs These 6 Qualities

It's about giving customers what they want in the most frictionless way possible without breaking the bank

Is Social Commerce Disruptive or Intrusive?

Issues like privacy and fair use of data pose a formidable challenge

Never Underestimate the Power of Traditional Methods

It's not the medium but, rather, how you use it to engage customers that counts

Interacting with Social Customers, 101

By acknowledging social media's influence and capitalizing on it, you could create evangelists for your company

Boarding the Cluetrain

Transparency and authenticity are the cornerstones of trust between a company and its customers.

The New Reality Will Be Augmented

Merging the digital and the real to create an engaging experience.

The New Customer Record

You need more than just transaction data if you want to take action.

Facebook Is the Future of CRM

Only social media can put the customer back into CRM.

Managing Social Customers for Profit

A new paradigm calls for a reassessment of an industry metric.

The New Maelstrom of Social Media

We're awash in social networking data. Do we really want our businesses drowning in it, too?

Social Customers Want to Engage

But are you prepared to let them?

The Tweet Is Mightier than the Sword

So speak softly and carry just 140 characters.

Life in the Fast Lane of Context

Providing an experience requires a better understanding of your customers.

Gather the Tools for Customer Engagement

Social media is changing the face of CRM. Are you prepared?

Really Happy in Real Time

Complex event processing empowers the contact center to manage the customer relationship.

A Company Like Me

It's going to take a very special kind of organization to truly make a personal connection with customers.