Columns/Departments

Who Really Wins with Vendor Consolidation?

Companies can focus on customer service and process improvements instead of constantly purchasing, integrating, configuring, and customizing complex software.

In the Shutdown Era, Agencies Must Reinvent Citizen (and Employee) Experience

Serve citizens in ways that create advocates while driving compliance and efficacy

AI Isn’t Inevitable—It’s a Choice

Companies should approach automation with judgment and analysis, not resignation

4 Things to Know About the AI for Sales Marketplace

Artificial intelligence is fundamentally changing CRM, and it deserves your attention now

Amazon Serves Up CX Lessons

With Go and AR, the giant retailer is showing us how new tools can connect with customers

Workforce Optimization Ushers in the Real-Time Contact Center

AI, automation, and analytics are leading to an era of self-service and sophisticated agents

Make Customers Your Best Salespeople

The advocacy of a satisfied customer can make all the difference in B2B sales

Storytelling in Business: Art, Science, Necessity

You have to make customers connect with you in a personal way

Customer Service Is Everyone’s Responsibility

Companies have to start organizing their culture around putting the customer first

Is Customer Service Ready for the Nonstop Chatter of Messaging Apps?

When the going gets weird, the weird turn pro

5 Building Blocks for Digital Transformation

Keeping up in these areas lowers your company's risk of being disrupted

Making Field Service Your ‘Promise Engine’

A marriage of people, process, and products

Being an Enabler Has Become a Good Thing

The term 'enabler' now has positive connotations, at least in a business context

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