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Columns/Departments

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