Columns/Departments

Is Customer Service Ready for the Nonstop Chatter of Messaging Apps?

When the going gets weird, the weird turn pro

Customer Service Is Everyone’s Responsibility

Companies have to start organizing their culture around putting the customer first

Storytelling in Business: Art, Science, Necessity

You have to make customers connect with you in a personal way

The Gig Economy Isn’t New, but It Might Be Worth a Second Look

Your customers' next text, chat, IM, or phone conversation with customer service could be with a freelance agent

It’s Time to Deploy, not Dabble with, Social CRM

Don't miss out on engaging with customers in a meaningful way

Surprise—You’re in Charge of CX!

Embrace customer experience leadership, regardless of how you got there

Where Is Amazon Go-ing With This?

The staffless Amazon Go stores seem like a convenience revolution—though for now, the experience might be beside the point

Analytical Advances Unlock the ‘How’ of Selling

Sales reps know what they need to do, but how to do it is a moving target

Thanks to AI and RPA, the WFO Market Surges

Workforce optimization moves to the cloud and embraces AI and analytics, and the market responds

I’m Giving You Good Information. Use It!

Knowing which leads to call and which ones to avoid is valuable data

With Customer Experience, ‘Good’ and ‘Consistent’ Aren’t Always the Same Thing

Experiences that lead to happy customer outcomes can yield less-than-ideal business outcomes

CRM’s Unexpected Science

When synergy makes a difference

Small Businesses, Take Note: AI Is Ready for Prime Time

It's not just for big enterprises anymore. Even mom-and-pop shops can use AI to optimize sales

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

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

Smarter Bots Mean Greater Innovation, Productivity, and Value

Robotic process automation is allowing companies to re-imagine and re-invest in all aspects of their businesses

To Engage Customers, Your UI Design Needs These 6 Qualities

It's about giving customers what they want in the most frictionless way possible without breaking the bank

Virtual Agents Hear What You Say. Do They Know What You Mean?

Deciphering intent is best left to humans, who have a hard enough time with it

With B2B Marketing, It’s Back to the Basics

Time to kill your martech stack—or at least simplify your approach

How Do You Listen to Your Customers?

You need a listening architecture to get the most from customer insights

Let’s End the Partisanship

Companies have been bogged down by party loyalties to a specific department (marketing, sales, or customer service) for a long time