CRM Is Good, Even in the Bad Times

Some markets face an uphill climb, but that just makes investing in CRM even more crucial.

Don’t Make Me Pay More for Bad Service

Good service should be a mandatory part of the customer experience. Too often that's not the case.

Across CRM Industry Verticals, There’s More That Unites Than Divides

One commonality: All eight industry verticals are investing heavily in CRM initiatives right now.

Creating Customer Experiences That Amaze (and Don’t Suck)

There are many ways to craft—or undermine—a thrilling CX.

Challenging Times Lie Ahead; Bold Action Is Required

The opportunities for the CRM industry couldn't be better. Nor could the outlook, as we uncovered in our fourth annual 'CRM Top 100' issue.

Eight Steps to Successfully Integrate VR-XR-AR into Your CRM Efforts

Virtual reality, mixed reality, and augmented reality will be game changers for sales, marketing, and customer service.

Long-Term Customer Loyalty Is Long Gone

Having the best product or service is not enough; loyalty pros need to focus on other factors.

VR/AR: A Game Changer for Sales and Marketing

Virtual reality/augmented reality is poised to remake CX.

Who Really Wins When Business and Politics Collide?

In today's hyper-divided political climate, coming down on one side or the other is sure to ruffle feathers.

Subscription Models Equaled Strong CRM in Our Pandemic Year

Tighter bonds with customers helped subscription-based businesses weather the storm.

How to Regain Customer Trust in 2021

Your user experience needs to inspire user confidence.

Customer Experience in the Post-Pandemic World

It's time to move ahead and not wait for things to go back to "normal," because the meaning of normal has changed, and consumers' expectations have been permanently altered.

Emerging Technologies Can Keep Your Digital Hotel Solidly Booked

Virtual gathering places for customers benefit from collaborative and immersive apps like Zoom, virtual reality, and augmented reality.

Here’s One of the Best Ways to Make Your Customers Happy

Make your agents happy first—and outsourcers demonstrate innovative ways to do that

Speech Recognition Is Not Speech Understanding

Companies and contact centers strive to communicate with customers across countries and languages, but are their efforts getting lost in [machine] translation?

Yes, Companies Can Influence Customer Emotion

How experiences make customers feel is crucial. Ignore that at your own peril.

Conversational AI Should Speak Plainly and Carry a Big Meaning

Highly technical or lawyerly utterances should be eschewed—in other words, lose the jargon

SMBs See Strength in Intimacy

Context relevancy transforms interactions into experience.

The Age of Entitled Consumers

What hath consumerism wrought?

What Drives a Profitable Customer Experience?

Companies that value customers need to let them know.