Contact Center Infrastructure: It's Time to Assess Your Tools and Technology
Weigh your capabilities, identify weaknesses, and implement multichannel solutions that keep pace with industry standards and consumer expectations.
Shining a Light on the Dark Funnel
Marketing and sales professionals can't keep looking at customer journeys as linear.
Marketing Is Turning to AI for Customer Acquisition
Artificial intelligence and machine learning are not new, but marketing have begun using the technologies to identify and target new business.
CRM Must Move Forward, Not Back
Cloud-based technologies enabling agents to work from home were the main structural change brought by COVID.
Contact Centers’ Digital Transformation Has Only Begun
The process was hastened by the pandemic, but with COVID's end hopefully in sight, businesses need to rethink the service experience.
The Last Line
Digital Humans Are Here to Serve You
Animated avatars for customer service are becoming too good to dismiss.
CRM’s Digital Executives Take a Front Seat Post-Pandemic
It's all hands on deck as successful companies shift to a digital C suite.
Voice of the Customer
Four Lessons for Designing Exceptional Customer Journeys
Journeys that are just okay won't lead to more buzz and more business.
Small Biz Buzz
Subscription Models Equaled Strong CRM in Our Pandemic Year
Tighter bonds with customers helped subscription-based businesses weather the storm.
B2B Marketplaces Offer Opportunities for Marketers
Businesses have embraced the digital marketplace much like consumers have.
Gartner Uncovers Gaps in Socially Distanced Selling
Sales organizations must address three main challenges around coaching in a virtual sales era.
Required Reading: Augmented Intelligence Is the New AI
Collaboration between humans and machines is the way of the future.
Third-Party Messaging Offers Customer Service Opportunities
Businesses can meet consumers where they are by adding messaging apps to their channel mix.
Virginia Passes Privacy Legislation
Evinced Helps Capital One Meet Accessibility Guidelines
The financial giant increases compliance across customer-facing digital properties
Mel Trotter Ministries Feeds More with Virtuous CRM
The charity improves donor relations with Virtuous' platform for nonprofits.