AI Is Top of Mind for Everyone in CRM
The consumer uses for AI are numerous, but just as real are the business use cases.
New Workforce Management Transfers Power to Agents
With flex staffing, agents can self-serve their way to a better work-life balance
Yes, Companies Can Influence Customer Emotion
How experiences make customers feel is crucial. Ignore that at your own peril.
Conversational AI Should Speak Plainly and Carry a Big Meaning
Highly technical or lawyerly utterances should be eschewed—in other words, lose the jargon
How Do You Define CX Success?
When you put customers at the heart of your decisions, you're bound to succeed
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.
The GDPR Needs to Have Its Teeth Sharpened
To not follow through on the enforcement side does everyone a disservice
Are Grocery Services Profitably Delivering on Customer Experience?
The last mile of direct-to-consumer supply chain is challenging
Wake Up and Smell the Data
How the truth became irrelevant, and what we can do about it
Put Customer Insights at the Center of Business Transformation
Digital transformation initiatives are still giving customers short shrift
How Chatbots Can Create a New Kind of Agent
Conversational AI will change customer service, and humans will still matter
Will Robotic Process Automation Replace Human Workers?
Automation will bring changes that rival those of the Industrial Revolution
Workforce Optimization Ushers in the Real-Time Contact Center
AI, automation, and analytics are leading to an era of self-service and sophisticated agents
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
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
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