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Columns/Departments

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.

Chatbots Can Turbo-Charge Your CRM

Automated conversations can augment human ones at critical junctures.

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.

STIR/SHAKEN Is Now in Effect, but It’s Not Moving Me Yet

Something needs to be done to stop robocalls and scam calls.

Are Customer Service Metrics Gauging the Right Things?

We could be getting trapped by our historical systems of measurement.

Companies Must Compete on Decision Velocity

To those who can make faster, more accurate decisions, time is a friend.

Social CRM: Your Voice for Sharing Subject Matter Expertise

Potential buyers are turning to lots of influencers. You need to make them advocates for you.

The Transformational Value of Interaction Analytics

With so much in flux, IA can alert executives about the state of their customers and employees

Turn Your Customer Experience Process Around

Build buy-in with CX initiatives before you survey customers.

The 360-Degree Customer View Fallacy

Do we really need to know everything about customers?

The Latest CRM Innovations Prove That Words Truly Matter

Systems today allow customers to speak conversationally while natural language technology understands and processes their words.

Why Customer Service Is Getting Weird, and What You Can Do About It

Frustrated customers want to be listened to. But that culture of engagement doesn't just happen.

VR/AR: A Game Changer for Sales and Marketing

Virtual reality/augmented reality is poised to remake CX.

Contact Centers’ Road Map to Success in the New Normal

The pandemic helped companies discover unforeseen and valuable possibilities

Who Really Wins When Business and Politics Collide?

In today's hyper-divided political climate, coming down on one side or the other is sure to ruffle feathers.

Will Uberization Ruin Contact Centers?

A community-based gig economy model is giving way to a more utilitarian model.

B2B Brand Leaders Are Optimistic for a 2021 Pandemic Recovery

We may be approaching the beginning of the end. This is good news for customers.