-->

Columns/Departments

Is Your Business Tapping into All Available Data Sources?

Acquisition, automation, and augmentation can help overcome data management challenges

When Designing Customer Engagement Programs, Remember: Style Matters

Interfaces should be simple and intuitive, but also visually appealing

For Salespeople, It’s All About the Interface

Tools that are both useful and intuitive will improve customer relationships as well

To Succeed in Customer Service, Forget the Rule Your Parents Taught You

Why is my preference assumed to be your preference?

Video and LinkedIn: A Match Made In Business Heaven

Here's some advice from a not-quite video pro

Here’s One of the Best Ways to Make Your Customers Happy

Make your agents happy first—and outsourcers demonstrate innovative ways to do that

Onshoring and Offshoring Aren’t the Only Options

Where is outsourcing going? We were surprised to find out that, in many instances, it isn't going anywhere.

CRM’s Critical Role in Successful Digital Transformation

Putting customers at the center of your digital efforts involves sound CRM processes

Is Your Enterprise Ready for Direct-to-Consumer Business?

The final point of sale in an omnichannel marketplace is shifting

Don’t Repel Sales Prospects You’re Trying to Attract

Here's how to get your foot in the door with a professional approach

Will CRM Innovation Make You or Break You?

Understanding the critical elements of success and failure

5 Customer Service Trends That Point to a Promising Future

Leaders finally realize what's best for customers is what's best for the company

Let Hope, Not Hype, Be Our Guide in 2020

A big reason why innovation is so slow to take hold in the industry is the short time frame CX leaders are given to prove ROI.

How to Cut Costs With CX—and Prove It

Cutting costs in quantifiable ways is a win for customers and companies

Being Insensitive to Customers Is an Odd Business Plan

Some of the travel industry's offers seem suspiciously like extortion

It’s 2020! How Did Our CX Predictions Work Out?

Let's look at how we've responded to customers' rising demands

A Simple Way to Set Your 2020 CRM Enhancement Priorities

With hundreds of sales enablement solutions from which to choose, how do you assess what you truly need?

The WFO Market Continues to Beat All Odds

Buoyed by productivity and innovation, workforce optimization remains a perennial enterprise software success story

Why Are We Still Talking about Silo Busting (Among Other Things)?

While some of the predictions for 2020 involve revolutionary, cutting-edge technologies like blockchain, advanced analytics, and artificial intelligence, many more of the predictions involve strategies and technologies that have been around for years but have yet to be adopted.

Customer Self-Service: Fast, Cheap, and in Control

Self-service has gone from an acceptable alternative to a desirable one