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

Customer Engagement Has a New Destination: the Digital Hotel

Branded social communities can be re-imagined as rooms hosting private meetings, public seminars, and places to socialize

Put Customer Insights at the Center of Business Transformation

Digital transformation initiatives are still giving customers short shrift

In the Shutdown Era, Agencies Must Reinvent Citizen (and Employee) Experience

Serve citizens in ways that create advocates while driving compliance and efficacy

5 Building Blocks for Digital Transformation

Keeping up in these areas lowers your company's risk of being disrupted

Data Analytics Is Better, Easier, and More Critical Than Ever

Successful companies have made data analytics a part of their DNA for a reason

Paying Employees for Delivering Good CX Is a Bad Idea

Money can be a shortcut to accountability. Here's how to wean yourself off of monetary incentives

5 Reasons Why Branded Communities Are Your Best Lead-Nurturing Platform

You can invite who you want, and you control the information these communities yield

Government IT Should Adopt a CX Approach

A great customer experience for citizens starts with a better employee experience for federal workers

Customer Success Takes Engagement to the Next Level

When customers buy your product or service, the relationship is only beginning.

3 Ways to Put the Human Element into Customer Experience

Recognizing and celebrating our collective humanity is more than a lofty goal—it's good business.

There’s a Consumer Trust Crisis, and Smart Firms Will Shape CX to Address It

Being transparent and offering authentic experiences can help companies break through the murk.

How Artificial Intelligence Can Help Transform Customer Engagement and Sales

By analyzing sentiment and contextualizing data, AI can help marketing, sales, and customer support

Your Customer Data Is Limitless, and So Is Its Value

Your company can either navigate the digital deluge, or be swamped by it.

Effective CX Measurement Requires a CX Culture

Customer experience metrics can get in the way of delivering good experiences.

5 Ways to Demonstrate Purposeful Leadership

When leaders have a clear set of values, everyone else feels confident and empowered.

Make Your Customer Engagement a Closed Loop

Choose channels, gather data, create profiles, analyze, deliver right message at right time. Repeat.