For Contact Centers, Going Remote Wasn’t Easy, but Opportunities Emerged
Companies looking to continue with work-from-home models need to continue focusing on security, quality assurance, and training
Technology Alternatives to the Third-Party Cookie
Marketers need to be more proactive and attentive to privacy concerns.
Tips for Remote Selling During and After COVID-19
New channels have surely emerged, but existing customers keep their value.
CRM’s Changing Role as We Look Past the Pandemic
Lessons learned about connecting and engaging with customers during the pandemic will need to be applied post-pandemic.
Is It Knowledge Management’s Time?
Institutional knowledge at your fingertips is a big plus right now.
The Tipping Point
Your Customers Want Authentic Connections. Is Your CRM Strategy Creating Them?
The challenge, as always, is personalization at scale.
Contact Center WFO Remains Healthy, Despite the Pandemic
But to thrive moving forward, WFO needs to go beyond the contact center.
The Last Line
What Do Customers Really Want From Chatbots?
And do they themselves really know?
Voice of the Customer
When CX Breakthroughs Become Baselines
Customer experience leaders must be prepared to continually innovate
Chatbots, IVAs Can Help Close the B2B Digital Gap
Long used by B2C companies, digital outreach channels can help in B2B
Experience Takes New Meaning Amid Changing Consumer Behavior
Companies that refocus operations through the lens of experience outperform industry peers, Accenture finds
In 2021, Loyalty Shouldn’t Be Assumed
COVID fatigue is breeding intolerance for CX shortfalls, Experian finds
Required Reading: Marketing to Undergo Quantum Changes
Marketing's fifth paradigm will involve the top emerging technologies
What’s in Store for CRM in 2021?
Here's what the industry predicts will happen.
Five9 Projects Get Simpler with FinancialForce
FinancialForce provides complete business visibility for the contact center provider
Ford Recognizes Essential Workers with Lacek
FordPass Rewards drive loyalty among COVID frontline employees and first responders