Five Long-Term Business Lessons the Pandemic Taught Us
Here's what companies must address to thrive amid uncertainty.
CRM at the Top of the Sales Funnel
Companies have big targets; so how do they hit them?
The Key to Global Success? Global CRM
Companies have to get all of their accounts rowing in the same direction.
Algorithms and (Artificial) Intelligence: Hype vs. Reality
Understand what you have—and whether it helps you get where you want to go.
How to Regain Customer Trust in 2021
Your user experience needs to inspire user confidence.
CRM’s Changing Role as We Look Past the Pandemic
Lessons learned about connecting and engaging with customers during the pandemic will need to be applied post-pandemic.
What Do Customers Really Want From Chatbots?
And do they themselves really know?
Is It Knowledge Management’s Time?
Institutional knowledge at your fingertips is a big plus right now.
Your Customers Want Authentic Connections. Is Your CRM Strategy Creating Them?
The challenge, as always, is personalization at scale.
Contact Center WFO Remains Healthy, Despite the Pandemic
But to thrive moving forward, WFO needs to go beyond the contact center.
When CX Breakthroughs Become Baselines
Customer experience leaders must be prepared to continually innovate
Renegotiating Contracts During COVID Is Good Business
Helping customers weather a crisis can pay off in future loyalty
New to CX? Start with the Xs and Os
Why it makes sense to use the data you already have—operational data
Digital Agility Will Be the Key to Continuity in 2021
The pandemic has shown that just about anything that can be done in person can be done digitally
Value, Not Volume: The New Bar for Good Marketing
The coming revolution in marketing is not simply a matter of increasing and improving use of digital channels. It rests on a better and better-integrated understanding of customers.
Emerging Technologies Can Keep Your Digital Hotel Solidly Booked
Virtual gathering places for customers benefit from collaborative and immersive apps like Zoom, virtual reality, and augmented reality.
2021: The Year Customer Service Embraces Empathy
Customer service has always had something of an identity crisis. But that could be about to change.
Customer Experience in the Post-Pandemic World
It's time to move ahead and not wait for things to go back to "normal," because the meaning of normal has changed, and consumers' expectations have been permanently altered.
Customer Service Is Risky Business
Making your customers feel safe creates long-term loyalty
CRM Is Your Change Agent
With AI and machine learning in the mix, your system can adapt to the speed of change