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.
Storytelling in Business: Art, Science, Necessity
You have to make customers connect with you in a personal way
5 Building Blocks for Digital Transformation
Keeping up in these areas lowers your company's risk of being disrupted
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
With B2B Marketing, It’s Back to the Basics
Time to kill your martech stack—or at least simplify your approach
Innovation Is What Makes Us Great
Customer service flourishes in a climate where people are free to innovate, and fail, and start over again
Which CRM Features Are Small Businesses Not Taking Advantage of?
This year's version of ‘ask the vendors' examines what SMBs might be missing
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
10 Traits of Effective CX Leaders
What does it take to lead a customer experience team?
To Get the Most from Your CRM, Pair It with Process
Strong CRM adoption is good, but not enough; you also need a formal, dynamic sales process
3 Ways to Put the Human Element into Customer Experience
Recognizing and celebrating our collective humanity is more than a lofty goal—it's good business.
Your Customer Data Is Limitless, and So Is Its Value
Your company can either navigate the digital deluge, or be swamped by it.
SMBs See Strength in Intimacy
Context relevancy transforms interactions into experience.
10 Top Enterprise Trends for 2015
Service excellence is finally taking a starring role.
Small Customer Service Vendors Can Make Big Contributions
A best-of-breed solution from a small company doesn't have to be such a risky proposition after all.
The Bright Future of the Internet of Things
Today's innovations are only the beginning.
Navigating the Cloud-Based Contact Center Infrastructure Market
Ease of use is key consideration for potential buyers.
Is It Time to Move Your Contact Center to the Cloud?
Make sure you understand the myths and realities.