Use Business Cases as an Opening and Closing Tool

They are a perfect way to assist your customer in due diligence while building trust

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.

AI Is Driving Sales Management’s Interest Across the Board

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

How Do You Define CX Success?

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

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 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

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

Are Grocery Services Profitably Delivering on Customer Experience?

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

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

Storytelling in Business: Art, Science, Necessity

You have to make customers connect with you in a personal way

Being an Enabler Has Become a Good Thing

The term 'enabler' now has positive connotations, at least in a business context

5 Building Blocks for Digital Transformation

Keeping up in these areas lowers your company's risk of being disrupted

Surprise—You’re in Charge of CX!

Embrace customer experience leadership, regardless of how you got there