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.