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

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