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