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