Meet the New (Customer) Bot, (Not) the Same as the Old Bot

Companies will need a way to verify that a bot is acting with consent.

Automation Is a Choice, Privacy Is Under Siege, and Other Final Nuggets

Our Last Line columnist delivers his last lines for CRM.

Inclusive Experiences Start With Inclusive Language

Companies have learned and are demonstrating that words matter.

Are Robots Turning into Us, or Us into Them?

Automation technologies seem intent on turning reps and agents more and more robotic.

Oh, Paw-lease: Canines, CRM, and CX

As any pet owner will tell you, dogs have opinions. Perhaps even on customer experience?

A Trip Down Social Media’s Memory Lane Uncovers Emotions

And it's not just social media; CX can produce memorable (hopefully positive) feelings.

Remembrance of CRM Things (and Sweet Desserts) Past

For the author, there's a lot of history in these pages.

Your Employee Technology Also Drives Your Customer Experience

Customer service reps deserve tools that help, not impede.

Is Near-Real-Time Machine Translation Nearly Here?

Believe it or not, we might yet overcome the fall of the Tower of Babel.

Do You Have Contact Center Stars? Advertise Them

Having high-performing agents should be a selling point for your business.

Great Customer Experiences Don’t Require Disney World Delight

Businesses should set their sights at a lower, more important target.

Are Customer Service Metrics Gauging the Right Things?

We could be getting trapped by our historical systems of measurement.

Will Uberization Ruin Contact Centers?

A community-based gig economy model is giving way to a more utilitarian model.

Digital Humans Are Here to Serve You

Animated avatars for customer service are becoming too good to dismiss.

Wake Me Up When the Chatbots Write Their Own Scripts

They're a long way from that now, but AI points toward that future

What Do Customers Really Want From Chatbots?

And do they themselves really know?

2021: The Year Customer Service Embraces Empathy

Customer service has always had something of an identity crisis. But that could be about to change.

We Don’t All Want to Work From Home

Efficiency goes up, but does employee happiness?

Stop Trying to Make Us All Productive

Instead of hyper-focusing on productivity, companies must also consider their workers' well-being

As Agents Already Know, Emotional Work Is Real Work

Compassion fatigue can be a big issue in contact centers