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