Wireless carriers finally begin their 5G rollouts, and the business potential is huge, as a world of new opportunities opens not just for consumers but for the companies that want to do business with them.
Leonard Klie //
10 Jan 2020
As businesses today compete on customer experience (CX), marketers have a tremendous opportunity to leverage effective customer problem resolution to increase loyalty and, potentially, sales. This approach integrates marketing and customer service in the ways that CRM always promised.
Phillip Britt //
26 Nov 2019
Contact centers are not blind to the issues that cause worker discontent, and many are now trying to inject a little fun into the drudgery by incorporating gamification. It's viewed as a natural progression as changing employee expectations increasingly alter the workforce.
Paul Korzeniowski //
26 Nov 2019
Having tons of customer data means nothing unless companies can turn it into actionable intelligence that they can use to influence or alter the bottom line. That translation might not happen immediately, but it has to happen eventually if data projects are to sustain themselves.
Phillip Britt //
26 Nov 2019
It is scientifically proven to increase knowledge retention and praised for its ability to pinpoint employees' strengths and weaknesses. But even as microlearning is increasingly embraced, its definition and value is still vastly misunderstood. Here we debunk five common myths about this innovative learning approach.
Jim Bowley //
13 Jan 2020
Don't spend thousands of dollars trying to find and woo strangers, ignoring the people who already know your brand. Companies that neglect their fans for too long inevitably lose those valuable customers to businesses that know how to show a little appreciation.
Matt Moody //
02 Jan 2020
To marketers trying to swim through a flood of disconnected customer data, a CDP can look like the life preserver needed for them to stay afloat. And if it is the real deal, it can be. Here's a look at the CDP field today.
Augie MacCurrach //
26 Nov 2019
Like anything else, CRM solutions are only as effective as the way you use them, and not all sales teams are fully exploiting the technology's features.
Denis Kostusev //
08 Nov 2019
A big reason why innovation is so slow to take hold in the industry is the short time frame CX leaders are given to prove ROI.
Leonard Klie //
23 Jan 2020
Buoyed by productivity and innovation, workforce optimization remains a perennial enterprise software success story
Donna Fluss //
10 Jan 2020
Cutting costs in quantifiable ways is a win for customers and companies
Harley Manning //
22 Jan 2020
Let's look at how we've responded to customers' rising demands
Patrick Gibbons //
10 Jan 2020