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Columns/Departments

B2B Marketing Executives Must Focus on These Key Trends in 2022

Marketing leaders need to put customers at the center of their strategy and operations to accelerate revenue growth in an uncertain environment.

WFO/WEM Solutions Prove Their Worth in a Pandemic Economy

When contact centers sent their employees home to work, workforce optimization/workforce engagement management tools helped ease the transition.

Beware Mediocre CX

Avoid distractions that suck the life from your customer experience programs.

Expect the Supply Chain and CRM to Intersect This Holiday Season

For those of us in the CRM industry, this holiday season was a really great opportunity to shine.

Front-Office Transformation: The Key to CRM Execution

You have to make sure everyone is on the same team (including your customers).

Is Near-Real-Time Machine Translation Nearly Here?

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

Eight Steps to Successfully Integrate VR-XR-AR into Your CRM Efforts

Virtual reality, mixed reality, and augmented reality will be game changers for sales, marketing, and customer service.

Four Reasons for Combining CX and EX

Customer and employee experiences are intertwined, and the programs for each should be too.

The Contact Center Agent Hiring Gap

The difficultly in hiring agents worsened during the pandemic because many companies didn't have the procedures in place to hire remote employees—and it's getting worse now with agents being asked to return to the office

No More Excuses: Be Mobile or Be Disrupted

One thing we've learned during the pandemic: Having a mobile presence has become imperative for business survival.

Do You Have Contact Center Stars? Advertise Them

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

The Employee Exodus (and How to Stop It)

This isn't just about COVID or the fickle desires of the next generation; it's about the future of work itself.

Long-Term Customer Loyalty Is Long Gone

Having the best product or service is not enough; loyalty pros need to focus on other factors.

The Ethics Dilemma of AI for Sales

Artificial intelligence is an important CRM tool, but beware of biases and privacy issues.

Our CRM Industry Awards Turn 20 Amid a World of Change

It was hard not to notice that this year has seen an unusually high number of significant mergers and acquisitions.

Great Customer Experiences Don’t Require Disney World Delight

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

Six Future-Ready Trends to Boost Your Digital Transformation

Thanks to technology advances and the pandemic, we've passed the point of no return. Transforming your business must happen now

Invisible Culture: Sustaining Great CX in Our Remote Work Times

An organization's norms and values must permeate the workforce, now more than ever.

The Contact Center WFO Market Is Transforming

The story of this market is explained not by the pandemic but by digital transformation and the migration of contact center solutions to the cloud, both of which were accelerated by COVID-19.

Chatbots Can Turbo-Charge Your CRM

Automated conversations can augment human ones at critical junctures.