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Five Long-Term Business Lessons the Pandemic Taught Us

Here's what companies must address to thrive amid uncertainty.

CRM at the Top of the Sales Funnel

Companies have big targets; so how do they hit them?

The Key to Global Success? Global CRM

Companies have to get all of their accounts rowing in the same direction.

Algorithms and (Artificial) Intelligence: Hype vs. Reality

Understand what you have—and whether it helps you get where you want to go.

How to Regain Customer Trust in 2021

Your user experience needs to inspire user confidence.

CRM’s Changing Role as We Look Past the Pandemic

Lessons learned about connecting and engaging with customers during the pandemic will need to be applied post-pandemic.

What Do Customers Really Want From Chatbots?

And do they themselves really know?

Is It Knowledge Management’s Time?

Institutional knowledge at your fingertips is a big plus right now.

Your Customers Want Authentic Connections. Is Your CRM Strategy Creating Them?

The challenge, as always, is personalization at scale.

Contact Center WFO Remains Healthy, Despite the Pandemic

But to thrive moving forward, WFO needs to go beyond the contact center.

When CX Breakthroughs Become Baselines

Customer experience leaders must be prepared to continually innovate

Renegotiating Contracts During COVID Is Good Business

Helping customers weather a crisis can pay off in future loyalty

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

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.

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.

2021: The Year Customer Service Embraces Empathy

Customer service has always had something of an identity crisis. But that could be about to change.

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.

Customer Service Is Risky Business

Making your customers feel safe creates long-term loyalty

CRM Is Your Change Agent

With AI and machine learning in the mix, your system can adapt to the speed of change