Natural Language Works with More Than IVRs
Companies with high interaction volume can look to natural language understanding to help with the surge.
Tips for Battling Bias in AI-Based Personalization
Being aware of human flaws could lessen the chance of them becoming damaging technology flaws
The Keys to Identifying Underserved Markets
Data analytics, mapping software, social media tools, and personas help marketers identify new customer groups.
The Latest CRM Innovations Prove That Words Truly Matter
Systems today allow customers to speak conversationally while natural language technology understands and processes their words.
Contact Centers’ Road Map to Success in the New Normal
The pandemic helped companies discover unforeseen and valuable possibilities
The 360-Degree Customer View Fallacy
Do we really need to know everything about customers?
VR/AR: A Game Changer for Sales and Marketing
Virtual reality/augmented reality is poised to remake CX.
Voice of the Customer
Turn Your Customer Experience Process Around
Build buy-in with CX initiatives before you survey customers.
CX Doesn’t Have to Be So Expensive
Customer service costs rose during the pandemic, but now it's time to get back into savings mode.
Digital Marketing Challenges Move Within
Organizational difficulties will be the biggest hurdle in 2021, Gartner finds
Digital Sales Can’t Exclude Reps Completely
Companies can't rely on digital or human sales interactions alone, Gartner finds
Required Reading: Amazon Can Be Beat with the Right Focus
To compete with digital giants, identify and stick to a target market.
The CMO’s New Role: Change Leader
Customer-centricity will only happen with top-down changes, Forrester maintains,
The Five Ps of Sales Success
Sales leaders will need to emphasize purpose, precision, personalization, productivity, and profitability, Forrester advises.
Inkit Gets Its Data Flowing In
The company's customer data is onboarded properly with Flatfile
University Answers Queries Quicker with ServiceNow
The University of South Carolina handles more requests in less time with ServiceNow's CSM
The Next Step
Why Customer Service Is Getting Weird, and What You Can Do About It
Frustrated customers want to be listened to. But that culture of engagement doesn't just happen.