Making Sense of the Acronym-Laden Industry

Companies can now use an API to incorporate AI into their KPI, all to get more ROI and provide a better UX.

6 Steps for Creating and Leveraging a Digital Assessment

Here's how to ready your organization for digital leadership

Put Customer Insights at the Center of Business Transformation

Digital transformation initiatives are still giving customers short shrift

Is Customer Service Ready for the Nonstop Chatter of Messaging Apps?

When the going gets weird, the weird turn pro

5 Building Blocks for Digital Transformation

Keeping up in these areas lowers your company's risk of being disrupted

Analytical Advances Unlock the ‘How’ of Selling

Sales reps know what they need to do, but how to do it is a moving target

CRM’s Unexpected Science

When synergy makes a difference

How Do You Listen to Your Customers?

You need a listening architecture to get the most from customer insights

To Engage Customers, Your UI Design Needs These 6 Qualities

It's about giving customers what they want in the most frictionless way possible without breaking the bank

Which CRM Features Are Small Businesses Not Taking Advantage of?

This year's version of ‘ask the vendors' examines what SMBs might be missing

5 Reasons Why Branded Communities Are Your Best Lead-Nurturing Platform

You can invite who you want, and you control the information these communities yield

CRM Is Making a Difference

In just the past year alone, we've seen huge advances in artificial intelligence, augmented and virtual reality, blockchain, automated bots, and so much more

Retailers Need to Adapt to the Smart Customer

Smartphone-wielding customers are reshaping the shopping experience, both online and in-store.

UX Can Make Your Business Disruption-Proof

User experience design is now a C-level imperative, whether executives get it or not

Companies Must Heed the Voice (Literally) of the Customer

Voice-first technologies could soon be the engagement tool of choice

Nine CX Trends to Watch

The roles of purpose and emotion join some usual suspects (mobile and self-service).

7 Lessons to Learn in the Digital Shift

Focus on relevancy to build loyalty and authenticity.

The Bright Future of the Internet of Things

Today's innovations are only the beginning.

Don't Drop the Ball on Your Digital Engagement Strategy

Customers' app journeys hold the key to new opportunities.

The True Price of Channel Optimization

Why meeting your customers where they prefer is key to your business survival.