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
2021: The Year Customer Service Embraces Empathy
Customer service has always had something of an identity crisis. But that could be about to change.
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.
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.
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.
Customer Service Is Risky Business
Making your customers feel safe creates long-term loyalty
The Ugly Truth About CRM Data
If too much of it is missing or wrong, no digital transformation can happen
CRM Is Your Change Agent
With AI and machine learning in the mix, your system can adapt to the speed of change
Virtual Events Stink. Here’s How to Improve Them
With online conferences, let's have less hostage videos, more spontaneity
We Don’t All Want to Work From Home
Efficiency goes up, but does employee happiness?
Data Links Disparate Technology Demands
"Every step you take toward being a data-forward marketing organization is a positive one."
How to Sell Virtually in a Turbulent Marketplace
Your meetings have moved online, but technology isn't all you need
To Thrive During COVID-19 Recovery, Shore Up Your CRM Foundation
Three process pillars must be in place to steady your system
IVAs: The First Responders for Customer Service
Whether call volume surged or slowed to a trickle, intelligent assistants have proved effective on the front lines
Big Changes, a New Format, but Similar Results
This year, we simplified our awards process by asking analysts two simple questions in each of 10 categories.
Stop Trying to Make Us All Productive
Instead of hyper-focusing on productivity, companies must also consider their workers' well-being
Companies Have Built Up CX Equity. Here’s How They Should Use It
A reservoir of goodwill will be critical to bringing back customers once the crisis passes
Post-COVID-19, Contact Centers Should Reinvent Themselves
The pandemic has sped up changes that were overdue
As Agents Already Know, Emotional Work Is Real Work
Compassion fatigue can be a big issue in contact centers