Columns/Departments

Don’t Let AI Distract from the Real Problem

It is clear that many organizations still struggle with the same issues they had 10 or 20 years ago.

How Do You Define CX Success?

When you put customers at the heart of your decisions, you're bound to succeed

AI Is Driving Sales Management’s Interest Across the Board

Not surprisingly, artificial intelligence is infusing every part of the sales process

Conversational AI Should Speak Plainly and Carry a Big Meaning

Highly technical or lawyerly utterances should be eschewed—in other words, lose the jargon

Customer Engagement Has a New Destination: the Digital Hotel

Branded social communities can be re-imagined as rooms hosting private meetings, public seminars, and places to socialize

Data Is Useless (at Least on Its Own)

Marketers should view data as just one ingredient in a successful recipe

Don’t Let AI Distract from the Real Problem

It is clear that many organizations still struggle with the same issues thay had 10 or 20 years ago.

Are Grocery Services Profitably Delivering on Customer Experience?

The last mile of direct-to-consumer supply chain is challenging

Put Customer Insights at the Center of Business Transformation

Digital transformation initiatives are still giving customers short shrift

The GDPR Needs to Have Its Teeth Sharpened

To not follow through on the enforcement side does everyone a disservice

How Chatbots Can Create a New Kind of Agent

Conversational AI will change customer service, and humans will still matter

Wake Up and Smell the Data

How the truth became irrelevant, and what we can do about it

Will Robotic Process Automation Replace Human Workers?

Automation will bring changes that rival those of the Industrial Revolution

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