Engagement Hubs Put Customers at the Center
CEH technology emerges to connect multiple customer-facing systems.
The Key to Keeping CRM in Sync
Which departments should be aligned, and which technologies can bring them all together?
Marketers Move to Chart Journeys in Real Time
Speed becomes an essential element of customer journey analytics.
Who Really Wins When Business and Politics Collide?
In today's hyper-divided political climate, coming down on one side or the other is sure to ruffle feathers.
Digital Sales Transformation: How Done Is Done?
COVID changed everything, but the change isn't over yet.
The Tipping Point
CRM’s Impact During, and After, the Pandemic
Smart implementations really demonstrated their worth
Workforce Optimization Solutions Help Companies Through the Pandemic and Beyond
As digital transformation became a necessity, so did new and improved WFO
The Last Line
Will Uberization Ruin Contact Centers?
A community-based gig economy model is giving way to a more utilitarian model.
B2B Brand Leaders Are Optimistic for a 2021 Pandemic Recovery
We may be approaching the beginning of the end. This is good news for customers.
Americans Lack Digital Privacy Knowledge
Most people do not fully read privacy agreements, a study finds.
Chat Adds to Retail Success
Consumers patronize companies that offer chat on their websites.
Marketers Need to Consider Post-Pandemic Behaviors
Some consumers will be ready for face-to-face contact, but other consumer behaviors that developed during the pandemic will endure.
Marketers Who Respect Contextual Privacy Stand Out to Customers
Companies should collect and use private data as part of a fair exchange of value, Forrester urges.
Required Reading: Trustworthy Companies Focus on These Three Things
Here's how organizations can earn trust, loyalty, and respect.
Hydra-Stop Optimizes Salesforce Conversions with Saggezza
The Salesforce implementer created custom fields to prioritize opportunities.
Talroo Energizes Solr Search Engine with Lucidworks
Lucidworks' Fusion is returning faster search results for Talroo customers.