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4 Trends in Digital CX Point to Some Progress

Beefed-up design teams and better digital accessibility are critical, Forrester says.

Phillip Britt // 23 Jul 2021
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Great American Home Stores Shift to Digital

The retailer built its business during the pandemic with LeadsRx

Phillip Britt // 07 Jul 2021

Qualfon Keeps a Closer Eye on its Agents

Observe.AI is helping the outsourcer coach agents more effectively

Phillip Britt // 07 Jul 2021

Inkit Gets Its Data Flowing In

The company's customer data is onboarded properly with Flatfile

Phillip Britt // 01 Jun 2021

Talroo Energizes Solr Search Engine with Lucidworks

Lucidworks' Fusion is returning faster search results for Talroo customers.

Phillip Britt // 30 Apr 2021
CRM Columns
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STIR/SHAKEN Is Now in Effect, but It’s Not Moving Me Yet

Something needs to be done to stop robocalls and scam calls.

Leonard Klie // 21 Jul 2021

Are Customer Service Metrics Gauging the Right Things?

We could be getting trapped by our historical systems of measurement.

Ian Jacobs // 15 Jul 2021

Social CRM: Your Voice for Sharing Subject Matter Expertise

Potential buyers are turning to lots of influencers. You need to make them advocates for you.

Jim Dickie // 07 Jul 2021

Companies Must Compete on Decision Velocity

To those who can make faster, more accurate decisions, time is a friend.

R "Ray" Wang // 07 Jul 2021
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