Are Grocery Services Profitably Delivering on Customer Experience?
The last mile of direct-to-consumer supply chain is challenging
The GDPR Needs to Have Its Teeth Sharpened
To not follow through on the enforcement side does everyone a disservice
Will Robotic Process Automation Replace Human Workers?
Automation will bring changes that rival those of the Industrial Revolution
Put Customer Insights at the Center of Business Transformation
Digital transformation initiatives are still giving customers short shrift
AI Isn’t Inevitable—It’s a Choice
Companies should approach automation with judgment and analysis, not resignation
Amazon Serves Up CX Lessons
With Go and AR, the giant retailer is showing us how new tools can connect with customers
4 Things to Know About the AI for Sales Marketplace
Artificial intelligence is fundamentally changing CRM, and it deserves your attention now
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
Being an Enabler Has Become a Good Thing
The term 'enabler' now has positive connotations, at least in a business context
Storytelling in Business: Art, Science, Necessity
You have to make customers connect with you in a personal way
5 Building Blocks for Digital Transformation
Keeping up in these areas lowers your company's risk of being disrupted
It’s Time to Deploy, not Dabble with, Social CRM
Don't miss out on engaging with customers in a meaningful way
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
Analytical Advances Unlock the ‘How’ of Selling
Sales reps know what they need to do, but how to do it is a moving target
Small Businesses, Take Note: AI Is Ready for Prime Time
It's not just for big enterprises anymore. Even mom-and-pop shops can use AI to optimize sales
Smarter Bots Mean Greater Innovation, Productivity, and Value
Robotic process automation is allowing companies to re-imagine and re-invest in all aspects of their businesses
I’m Giving You Good Information. Use It!
Knowing which leads to call and which ones to avoid is valuable data
Data Analytics Is Better, Easier, and More Critical Than Ever
Successful companies have made data analytics a part of their DNA for a reason