Insight

AI Driving Growth, Efficiencies in Contact Centers, NICE Speakers Affirm

NICE proves it's all-in with artificial intelligence at its annual users' conference

Companies Can Learn a Lot from Warby Parker

Research from Forrester suggests that traditional retailers can benefit from adopting aspects of the direct-to-consumer playbook

Required Reading: Making Sense of Irrational Loyalty

The right response to a crisis can lead to rabid devotion

On the Scene—Smart Customer Service: Companies Can’t Overlook the Human Element

Amid a flurry of technological innovation, people are still the best customer service tools companies have, speakers stressed

On the Scene—CRM Evolution: CRM Still Faces Challenges, Most Speakers Agree

CRM systems have been around for decades, but interoperability and data silos still have to be overcome

REQUIRED READING: Winning Business by Making The Transparency Sale

Selling transparency is key to topping competitors

The 3 Stages of Personalization

Gartner lays out the keys for personalization to help companies deliver helpful and relevant messages

Use of AI in Customer Service Doubled in 2018

Research finds massive growth in the number of companies using artificial intelligence to assist customers and contact center agents

Required Reading: Replace Managing with The Coaching Effect

Managers make sure processes are followed; coaches drive growth

To Sell Globally, Market Locally

Cross-border commerce requires attention to regional nuances, a new report stresses

6 Customer Service Pitfalls and How to Avoid Them

Forrester warns against assuming that customer service and customer experience are the same

First-Time Purchases Can Predict Loyalty

MIT research identifies harbinger products that don't lead to future business

The CMO’s Role Changes Amid Digital Transformation

A recent report from Forrester lays out three courses of action that CMOs should take to become more involved in the process

Required Reading: The Keys for Unlocking the Customer Value Chain

To avoid disruption, companies need to understand decoupling

Sales Are Hitting Goals, Missing the Mark

Sales performance falls despite reaching revenue targets, CSO Insights finds

Consumer Expectations for Brand Trust Jump 250%

Consumers are far less trusting today amid some high-profile data breaches

ROI, Innovation, and Security Top CMOs’ Concerns

A recent survey sheds light on the challenges that keep marketers up at night

4 Forces Will Affect Marketing in 2019

Gartner identifies the market shifts that will alter marketers' courses this year

Required Reading: The Ultimate Guide to Becoming The Ultimate Sales Pro

Salespeople can get ahead by thinking ahead

Social Media Must Be Proactive

Most social media users expect companies to respond to social media comments, Clutch Research has found