Columns/Departments

Are Grocery Services Profitably Delivering on Customer Experience?

The last mile of direct-to-consumer supply chain is challenging

Put Customer Insights at the Center of Business Transformation

Digital transformation initiatives are still giving customers short shrift

The GDPR Needs to Have Its Teeth Sharpened

To not follow through on the enforcement side does everyone a disservice

How Chatbots Can Create a New Kind of Agent

Conversational AI will change customer service, and humans will still matter

Wake Up and Smell the Data

How the truth became irrelevant, and what we can do about it

Will Robotic Process Automation Replace Human Workers?

Automation will bring changes that rival those of the Industrial Revolution

Who Really Wins with Vendor Consolidation?

Companies can focus on customer service and process improvements instead of constantly purchasing, integrating, configuring, and customizing complex software.

In the Shutdown Era, Agencies Must Reinvent Citizen (and Employee) Experience

Serve citizens in ways that create advocates while driving compliance and efficacy

AI Isn’t Inevitable—It’s a Choice

Companies should approach automation with judgment and analysis, not resignation

4 Things to Know About the AI for Sales Marketplace

Artificial intelligence is fundamentally changing CRM, and it deserves your attention now

Amazon Serves Up CX Lessons

With Go and AR, the giant retailer is showing us how new tools can connect with customers

Workforce Optimization Ushers in the Real-Time Contact Center

AI, automation, and analytics are leading to an era of self-service and sophisticated agents

Make Customers Your Best Salespeople

The advocacy of a satisfied customer can make all the difference in B2B sales

Storytelling in Business: Art, Science, Necessity

You have to make customers connect with you in a personal way

Customer Service Is Everyone’s Responsibility

Companies have to start organizing their culture around putting the customer first

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

Making Field Service Your ‘Promise Engine’

A marriage of people, process, and products

Being an Enabler Has Become a Good Thing

The term 'enabler' now has positive connotations, at least in a business context

The Gig Economy Isn’t New, but It Might Be Worth a Second Look

Your customers' next text, chat, IM, or phone conversation with customer service could be with a freelance agent