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.

Contact Centers’ Road Map to Success in the New Normal

The pandemic helped companies discover unforeseen and valuable possibilities

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.

Will Uberization Ruin Contact Centers?

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

Workforce Optimization Solutions Help Companies Through the Pandemic and Beyond

As digital transformation became a necessity, so did new and improved WFO

Contact Centers’ Digital Transformation Has Only Begun

The process was hastened by the pandemic, but with COVID's end hopefully in sight, businesses need to rethink the service experience.

Digital Humans Are Here to Serve You

Animated avatars for customer service are becoming too good to dismiss.

Four Lessons for Designing Exceptional Customer Journeys

Journeys that are just okay won't lead to more buzz and more business.

CRM’s Digital Executives Take a Front Seat Post-Pandemic

It's all hands on deck as successful companies shift to a digital C suite.

CRM Must Move Forward, Not Back

Cloud-based technologies enabling agents to work from home were the main structural change brought by COVID.

As Clouds Rise, Companies Need to Explore Their Options

For many businesses, cloud deployments are more cost-efficient and enable greater flexibility, reliability, agility, and security.

Five Long-Term Business Lessons the Pandemic Taught Us

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

Wake Me Up When the Chatbots Write Their Own Scripts

They're a long way from that now, but AI points toward that future

What Do Customers Really Want From Chatbots?

And do they themselves really know?

When CX Breakthroughs Become Baselines

Customer experience leaders must be prepared to continually innovate

Is It Knowledge Management’s Time?

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

Contact Center WFO Remains Healthy, Despite the Pandemic

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

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.

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