Is Social Customer Care Ready for a Comeback?
Customer service over social channels failed once, and it still needs work in version 2.0.
Conversational AI Moves from Service to Selling
Long a contact center staple, conversational intelligence is moving into sales, and there's lots of money on the table.
Emotion Detection in Marketing Is About to Go Mainstream
Technology to detect and analyze emotional states has advanced significantly in the past year alone.
Some CRM Advice for the New Congress
Consumer privacy and security should become big priorities.
2023 Is Not the Time to Underinvest in Sales Enablement
Cutting your way to revenue success in a down economy doesn't work.
Interaction Analytics Helps Companies Hear their Customers
These solutions can be a company's eyes and ears on both customers and employees.
2023: A Year of Reckoning for CX Programs
CX programs that help companies restart the CX growth engine—and have the data to prove it—will thrive, despite corporate belt tightening.
Voice of the Customer
Creating Customer Experiences That Amaze (and Don’t Suck)
There are many ways to craft—or undermine—a thrilling CX.
A Look Ahead at CRM in 2023
CRM industry experts share their thoughts about what lies ahead in the new year.
Real-Time Feedback Is Still a Major Problem for Most Companies
Only 37 percent of companies can collect and act on real-time input.
Required Reading: Complaints Are the Gifts That Keep Giving
When handled properly, complaints can offer real rewards.
When Will ChatGPT Be Ready for Business?
The AI chatbot shows promise, but it's not yet capable of customer interactions at scale.
A-dec Expands Its Internal Intelligence
eGain's AI Knowledge improves information access for agents and distributors.
Keeping Keap Pays Off for Lifeonaire
The life coaching organization reaps the rewards of Keap's marketing solutions.
The Next Step
Making Work Worth It
How to get people to want their jobs.