Marketing’s New Game Changer: Insight Management
Companies can now have a single platform for customer data, survey results, and analytics insights.
AI Undergoes a Contact Center Expansion
Customer service teams can use full, assisted, or attended automation and should employ all three.
Self-Service Buying Goes Mainstream
B2B shoppers don't want or need salespeople, but you can still meet them on their path to purchase.
CRM Needs to Keep the Human Element
Whether it's buying something or resolving an issue, customers increasingly prefer to help themselves.
AI: The Brain of Future Contact Centers
Contact centers are highly complex, and they need lightning-fast decision makers.
The Tipping Point
How Does Employee Age Impact CRM Usage?
The generation gap rears its ugly head, but there's hope yet.
When It Comes to CX, HR Is MIA, and It’s Not Their Fault
Don't overlook what human resources can bring to the table.
An Insider’s Guide to Navigating Customer Service
Some tips and tricks I've learned, both through personal and professional experience.
The 12 Major Risks of AI
Opportunities abound and optimism is warranted, but so is a degree of caution.
FTC Plans Crackdown on Fake Reviews, Influencers
New rules would prevent companies from using bogus customer comments or suppressing negative ones.
GenAI to Benefit Customer Service—Eventually
Generative AI is not yet ready for customer-facing use cases, Forrester asserts.
Generative AI Offers Significant Customer Success Benefits
Automated content creation can fuel growth without adding head count, Forrester finds.
IDC Offers a Framework for Developing a GenAI Strategy
AI requires a responsible policy position, strong architecture, and skilled staff, the IDC says.
Marketing Needs to Work with Security
The lack of collaboration can expose companies to real problems, Forrester notes.
Required Reading: Rethink Go-to-Market with a Growth Mindset
Consider naming a chief growth officer who's responsible for the full customer journey.
Prosperity Becomes More Prosperous with Total Expert
The home mortgage lender boosts business with the vendor's customer intelligence tool.
The Cloud Is Where Radial Wants to Be
The move to Verint's cloud-based Workforce Management pays off.