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