Customers are showing a growing acceptance of text messaging by businesses
Mary Shacklett //
28 Oct 2019
Many companies are converting leads to sales with SMS outreach
Phillip Britt //
28 Oct 2019
the Editors //
26 Aug 2019
Our finalist and winners in nine categories point the way forward with the latest products and capabilities hitting the market
the Editors //
26 Aug 2019
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.
Marta Robertson //
11 Oct 2019
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.
Phil Seward //
30 Sep 2019
Understanding customer data is a travel company's most powerful tool, but too many are not using available data to their maximum advantage.
Phil Seward //
20 May 2019
They are your lowest-hanging fruit and the segment of guests most likely to help drive incremental revenue. But how do you identify when a customer has actually lapsed?
Lee Barnes //
16 Jan 2019
Make your agents happy first—and outsourcers demonstrate innovative ways to do that
Ian Jacobs //
06 Mar 2020
Companies and contact centers strive to communicate with customers across countries and languages, but are their efforts getting lost in [machine] translation?
Ian Jacobs //
30 Aug 2019
How experiences make customers feel is crucial. Ignore that at your own peril.
Ian Jacobs //
15 Jul 2019
Highly technical or lawyerly utterances should be eschewed—in other words, lose the jargon
Ian Jacobs //
28 May 2019