Is Your Enterprise Ready for Direct-to-Consumer Business?
The final point of sale in an omnichannel marketplace is shifting
5 Customer Service Trends That Point to a Promising Future
Leaders finally realize what's best for customers is what's best for the company
Will CRM Innovation Make You or Break You?
Understanding the critical elements of success and failure
It’s 2020! How Did Our CX Predictions Work Out?
Let's look at how we've responded to customers' rising demands
A Simple Way to Set Your 2020 CRM Enhancement Priorities
With hundreds of sales enablement solutions from which to choose, how do you assess what you truly need?
Let Hope, Not Hype, Be Our Guide in 2020
A big reason why innovation is so slow to take hold in the industry is the short time frame CX leaders are given to prove ROI.
Why Are We Still Talking about Silo Busting (Among Other Things)?
While some of the predictions for 2020 involve revolutionary, cutting-edge technologies like blockchain, advanced analytics, and artificial intelligence, many more of the predictions involve strategies and technologies that have been around for years but have yet to be adopted.
Customer Self-Service: Fast, Cheap, and in Control
Self-service has gone from an acceptable alternative to a desirable one
The Hybrid Contact Center Workforce of 2030
Make way for the ‘interaction center,' staffed with humans, IVAs, and robots
Analyzing CX Means Looking at the High Points, Wherever They Are
How customers feel at the end of interactions is only part of the story, not the climax
How AI Is Impacting CRM (Already)
More customer data leads to smarter AI, and the sky's the limit
3 CRM Lessons From This Year’s Conferences
Some key themes kept coming up among the CRM intelligentsia
Is Net Promoter Score Right for You?
Loyalty and CX are not the same thing
To Truly Work, AI Needs to Get Really Personal
Artificial intelligence must do more than reflect back what it thinks it knows about us
X-Data + O-Data = Better Customer Journeys
Combining experience data and operational data can make a big difference for your customers
Luddites Like Me Like Personal Interactions
Any texts I receive from companies must be relevant, must provide value, and must be personalized.
Amid Economic Uncertainty, Optimize, Don’t Downsize
Department heads need to look beyond simple expense trimming and instead focus on optimizing what they already have
Where Systems of Record Will Go from Here
They're continually evolving, not going away
The Reality of AI—Once You Get Past the Hype
Artificial intelligence is widely claimed, but practical uses are not widely found just yet
The Next Step in CX: Ambient Experiences
Customers will soon expect real-time experiences that are automatic, natural, unique, and contextually relevant