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.
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.
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.
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.
What Drives a Profitable Customer Experience?
Companies that value customers need to let them know.
The Age of Entitled Consumers
What hath consumerism wrought?
Insuring Fliers Against Travel Snafus
Air travel gets a new wrinkle—annoyance insurance.
What Makes a Successful Mobile User Experience?
Uncovering the traits that set industry leaders apart.