Long-Term Customer Loyalty Is Long Gone
Having the best product or service is not enough; loyalty pros need to focus on other factors.
Invisible Culture: Sustaining Great CX in Our Remote Work Times
An organization's norms and values must permeate the workforce, now more than ever.
Companies Must Compete on Decision Velocity
To those who can make faster, more accurate decisions, time is a friend.
VR/AR: A Game Changer for Sales and Marketing
Virtual reality/augmented reality is poised to remake CX.
B2B Brand Leaders Are Optimistic for a 2021 Pandemic Recovery
We may be approaching the beginning of the end. This is good news for customers.
CRM’s Digital Executives Take a Front Seat Post-Pandemic
It's all hands on deck as successful companies shift to a digital C suite.
The Key to Global Success? Global CRM
Companies have to get all of their accounts rowing in the same direction.
Emerging Technologies Can Keep Your Digital Hotel Solidly Booked
Virtual gathering places for customers benefit from collaborative and immersive apps like Zoom, virtual reality, and augmented reality.
Virtual Events Stink. Here’s How to Improve Them
With online conferences, let's have less hostage videos, more spontaneity
Companies Have Built Up CX Equity. Here’s How They Should Use It
A reservoir of goodwill will be critical to bringing back customers once the crisis passes
Automation Is the Future of CX
Why every enterprise will design for self-driving, self-learning, and self-healing sentience
3 Ways to Enhance Customer and Employee Collaboration Post-COVID-19
Now is the time to harness all the tools of customer engagement
How to Avoid Dark Patterns that Frustrate and Anger Your Customers
At a time when trust is so critical, interface designs that mislead or trick customers are worst practices
For Salespeople, It’s All About the Interface
Tools that are both useful and intuitive will improve customer relationships as well
CRM’s Critical Role in Successful Digital Transformation
Putting customers at the center of your digital efforts involves sound CRM processes
How to Cut Costs With CX—and Prove It
Cutting costs in quantifiable ways is a win for customers and companies
How AI Is Impacting CRM (Already)
More customer data leads to smarter AI, and the sky's the limit
Is Net Promoter Score Right for You?
Loyalty and CX are not the same thing
The Next Step in CX: Ambient Experiences
Customers will soon expect real-time experiences that are automatic, natural, unique, and contextually relevant
6 Steps for Creating and Leveraging a Digital Assessment
Here's how to ready your organization for digital leadership