Connecting Retail and E-tail
More retailers are combining CRM data, social media, and personalization to improve the customer experience.
The New Measure of Customer Service Success
Why some traditional performance metrics are wrong and what you need to evaluate now.
Transforming Social Media Data into Predictive Analytics
More organizations are leveraging psychographic data to forecast positive—and negative—results.
Analyze the Cost and Effect of Customer Experiences
Future Shock? Or Not?
Is frustrating customer service inevitable?
The Tipping Point
The New Sales Tool Is Mobile
Innovation and strategy are key to outpacing the competition.
Why Contact Centers Don't Adopt Performance Management
Despite excuses, catching up with other enterprises is only a matter of time.
Pint of View
The Wisdom of Crowds
The voice of the customer is more than a buzzword.
The Evolution of Management
Why the challenges you face may not be your fault.
Voice of the Customer
Don't Doom Your VoC Strategies
A six-step plan for overcoming common obstacles.
Big Data Analytics Can Help Improve Information Security
But using such insights for fraud prevention has room for growth.
Companies Struggle to Manage Customer Analytics
A Forrester report highlights big data challenges companies face.
Cross-Channel Design Can Be Transformational
Companies today must deliver cohesive experiences across multiple touchpoints.
Enterprise Videoconferencing, Telepresence Revenue Down
Broader macroeconomic factors and cautious IT spending could be the reasons, IDC finds.
Understanding the Shopper Economy
How marketers can turn behavior into currency.
What's Your Prospect's Score?
Companies get savvier at finding the hottest leads.
For Robin Ruth, Streamlined Sales Are in the Bag
SupeRep helps the global accessories company expedite orders straight from iPads.
Mixing Art and Science in Retail
VF Corporation gains more customer insight and a faster workflow with Alteryx.
Work-at-Home Solution Flies for Alaska Airlines
The company maintains high standards with telecommuting agents using Envision's Click2Coach.