How Reliable Is Your Contact Center's AI Guidance?
Determining whether companies can trust the next-best-step suggestions AI makes for agents.
Using AI to Make Marketing Resonate
Artificial intelligence can help determine which content and channels hit the mark.
Using AI to Boost Sales Forecast Accuracy
Effective sales predictions require the right data mixed with human intuition.
Please, Just Give Us All the Information We Need
To win the American people's vote (i.e., business), companies need to do a much better job of educating them.
How Artificial Intelligence Is Transforming CX
Contact center systems were long overdue for a major refresh. AI is obliging.
The Tipping Point
Five Collaboration Strategies to Power Your CX Transformation
What do successful CX functions do differently? Build coalitions around core business competencies.
Reinforcing the ‘R’ in CRM
Companies need to embrace the role of relationships in driving digital and business transformation.
The Last Line
Inclusive Experiences Start With Inclusive Language
Companies have learned and are demonstrating that words matter.
Creating Customer Experiences that Endure
They need a foundation built on orchestrated systems, processes, and technologies.
5 CX Budget Recommendations for the Coming Year
Some projects can still get funded, even when money is tight, says Forrester Research.
Just 15 Percent of B2B Customers Resolve Issues in Self-Service
Gartner urges customer-centric design and guideposts along the self-service journey.
Marketing Analytics Only Influences 53 Percent of Decisions
Data management challenges and cognitive biases limit marketing analytics' influence, Gartner finds.
Post-Pandemic Events Must Focus on Audience Needs
Virtual events are here to stay, and marketers need to revamp their strategies, Forrester advises.
Required Reading: TSIA Leaders Pen the Digital Transformation Playbook
Business transformation requires a rethinking of traditional business models.
Niemann Foods Brings Stores to the Digital Age
Birdzi helps the grocery retailer reach customers with online marketing.
Sugar Paints a Better Picture for Kelly-Moore
The paint retailer is saving sales reps time with SugarCRM.