The Tipping Point

3 Ways to Make Technical Consultants Part of the Sales Team

Having well-integrated sales and technical staff helps build credibility and your bottom line

How to Build Digital Trust

Consumers have lost faith over data misuse. Here's how to restore it

‘Chatbot Hell’ Can’t Become a Thing

Let's not re-create the bad customer experience known as ‘IVR hell' with chatbots. Please.

To Hit Sales Targets, B2Bs Need to Define Roles—and How They’re Compensated

All contributions to a sale aren't equal, and neither should be the rewards

Customer Service Remains a Conundrum for Too Many Companies

For all the emphasis on customer experience, service reps haven't been empowered to offer a great one.

Personalized Customer Service Means Recognizing Low-Key and Diva Moments

Journey maps can help companies understand—and adapt to—context.

Bold Modern Commerce Experiences Require Extreme Personalization

The Amazons of the world know exactly what their customers want, and to compete your company must, too

Retailers Must Embrace New Shopping Experiences

Online disruptors and a new breed of digital consumer mean its sink-or-swim time for traditional retailers and consumer goods sellers

UX Can Make Your Business Disruption-Proof

User experience design is now a C-level imperative, whether executives get it or not

5 Ways to Invest Wisely in Customer Loyalty

Loyalty investments in their current form are not generating all the value they could.

Do You Know Your Customers’ Generation?

Different customer cohorts don't all speak the same language, or react to the same messages

3 Ways Mobile Messaging Boosts Customer Service

Messaging tools are wildly popular, but that's not the only reason to make them a service option

Build Contracts that Close on Schedule—and Increase Business

Vendors should think of contracts as great marketing opportunities

Are Chief Marketing Officers the New Chief Growth Officers?

As disruptive growth becomes a bigger priority, companies have to determine who will be in charge of it

Social Customer Care Is a CEO’s No. 1 Initiative

If customers complain about you online, take heart: That means they're still customers

Is Customer Immersion the New Customer Engagement?

With augmented and virtual reality, customers can have immersive experiences with brands

3 Ways Sales Leaders Can Help Reps Hit Their Numbers

Managers need to take a step back to move the sales force forward

6 Data Categories Your CRM System Should Be Capturing

Go beyond contact information to connect with clients on a deeper level

Who Are Your Most Profitable Customers?

Chances are, they're not who you think

Why Increased Self-Service Can Be Good for Agents

Customers do everything they can to avoid talking to them—except when it really matters