Columns/Departments

Customer Success Takes Engagement to the Next Level

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

Alexa (and Her Cohorts) Will Change Your Business

The revolution is coming, and SMBs must get ready.

The Dawning of a New Era in CRM (Magazine)

‘Willkommen, bienvenue, welcome…fremde, etranger, stranger!'

To Get the Most from Your CRM, Pair It with Process

Strong CRM adoption is good, but not enough; you also need a formal, dynamic sales process

How to Build Digital Trust

Consumers have lost faith over data misuse. Here's how to restore it

Last Call

Our beloved Pint of View columnist toasts the end of an era.

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.

Cloud Contact Center Solutions Continue Upward Trajectory

There's plenty of cloud-based excitement, though proliferation, compliance, and security remain issues.

Does AI's ROI Mean Humans Are SOL?

OMG, no! They need each other to do their best work

This Month, It’s All About the Data

Companies can no longer afford to be so cavalier with valuable customer information

WFO Solutions Must Be Rebuilt From the Ground Up

A truly multitenant architecture—supporting cloud, on-premises, and hybrid solutions—is becoming a necessity.

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.

The CRM Adoption Paradox

CRM systems are stronger and more packed with features than ever, but users aren't always rushing to use them. Here's how one firm changed that

Because We Thought You Should Know

To keep customers coming back, businesses today need to know as much as they can about them

A Customer-Engaged Culture Must Be Believable and Respectful

When customers view companies as trustworthy, true engagement happens

3 Things to Keep in Mind as AI Comes to Sales

Technical innovations are one thing, but companies need to consider AI's effect on their people

CX Leaders Need to Become Customer Storytellers

Storytelling is a reliable, effective tool for representing the customer viewpoint

‘Chatbot Hell’ Can’t Become a Thing

Let's not re-create the bad customer experience known as ‘IVR hell' with chatbots. Please.

How Artificial Intelligence Can Help Transform Customer Engagement and Sales

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

Contact Center Staffing Can Be Found in Surprising Places

Some innovative companies are going outside the normal job markets to find talent to staff their contact centers