How Do You Define CX Success?
When you put customers at the heart of your decisions, you're bound to succeed
Workforce Optimization Ushers in the Real-Time Contact Center
AI, automation, and analytics are leading to an era of self-service and sophisticated agents
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
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
Virtual Agents Hear What You Say. Do They Know What You Mean?
Deciphering intent is best left to humans, who have a hard enough time with it
Innovation Is What Makes Us Great
Customer service flourishes in a climate where people are free to innovate, and fail, and start over again
With Sales Effectiveness Down, Companies Should Rethink Their Sales Process
Despite major leaps in technology, sales performance trends remain disconcerting. It might be time to blow things up
Knowledge Management Is Poised to Keep Companies Informed and Efficient
Artificial intelligence, increases in self-service, and a younger workforce all point to a bigger role for KM solutions
3 Ways to Make Technical Consultants Part of the Sales Team
Having well-integrated sales and technical staff helps build credibility and your bottom line
Designing Humor: IKEA Mocks Apple
Our consumerist obsession values hype over innovation.
Give Localization Its Due
Mastering this important concept is trickier than you think.
The Bright Future of the Internet of Things
Today's innovations are only the beginning.
What Makes a Successful Mobile User Experience?
Uncovering the traits that set industry leaders apart.
The Race to Own You
How four Web giants aim to know more about consumers than we can even imagine.
Customer Experience Blueprint Drives B2B
Determine the needs of customers and their value to the organization
Another Round of Gamification
Get customers onto the winning team—yours
The Real Value of Social CRM
Leverage public social media and niche sites to drive traffic to your community
Social Everything Comes of Age
Enterprise 2.0 and social CRM form the core of social business
Are You Willing to Socialize With Your Customers?
Stop treating them like children and open a dialogue
All I Know Is That I Don’t Know Nothing
Blending knowledge management with customer service is critical