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.