Zero-Party Data: Personalization and Privacy Can Coexist

When customers provide data directly to companies, consent takes on a new meaning for marketers

It’s Not Too Late to Add Text Messaging to Your Marketing Strategy

Customers are showing a growing acceptance of text messaging by businesses

Businesses See a Sales Lift with Texting

Many companies are converting leads to sales with SMS outreach

The Best Software, Solutions, and Leaders: The 2019 CRM Market Awards

3 Ways Conversational AI Can Make Contact Centers More Nimble

With the pandemic causing a huge surge in call volume, contact centers are under stress like never before. Virtual agents can not only ease the burden but lead to greatly enhanced service quality.

8 Business Ideas to Engage Customers Right Now

To remain strong and prepare for the other side of this crisis, what can a business do today? We offer these eight ideas, even a couple that dip a toe into promotions, to help cut through customers' in-box clutter and help your brand stay relevant.

An Introduction to Sentiment Analysis, the Next Great Customer Experience Tool

This technology can help classify customers' moods based on their reaction, reviews, or other input, enabling you to make the adjustments that will keep your customers happy and coming back.

4 Ways Mobile Technology Is Enhancing the Travel Experience

The desire for friction-free travel experiences is leading to innovative options for flyers, allowing them to manage their experiences almost entirely from their mobile devices.

Here’s One of the Best Ways to Make Your Customers Happy

Make your agents happy first—and outsourcers demonstrate innovative ways to do that

Speech Recognition Is Not Speech Understanding

Companies and contact centers strive to communicate with customers across countries and languages, but are their efforts getting lost in [machine] translation?

Yes, Companies Can Influence Customer Emotion

How experiences make customers feel is crucial. Ignore that at your own peril.

Conversational AI Should Speak Plainly and Carry a Big Meaning

Highly technical or lawyerly utterances should be eschewed—in other words, lose the jargon