Healthcare Gears Up for Coming Mandates
This article was previously published in Speech Technology (Summer 2013). Click here to read the full article.
Mobility Drives Multichannel Video Strategies
The personal nature of the platform requires new customer engagement tactics.
The Prospects and Limitations of Neuromarketing
Companies bring an emerging science to the art of marketing.
(Ap)perception Becomes Reality
Neuromarketing aims to uncover what's going on at the subconscious level.
Making the Play with CRM
As with baseball, customer service is a waiting game.
The Tipping Point
Navigating the New Customer Landscape
Create a brand experience to meet consumers' changing needs.
Workforce Management: Better but Not Good Enough
What makes an ideal solution?
Pint of View
Why CRM Is a Balancing Act
Are CRM vendors sending mixed messages, or complementary ones?
Happy Agents, Happy Customers
Increased agent productivity leads to increased satisfaction.
Small Biz Buzz
Screaming for a Good, Fundamental Customer Experience
Sometimes the fun, shiny objects are just the cherry on top.
Big Data and Customer Experience Begin to Converge
But 54 percent of companies view big data analysis as one of their challenges.
Big Data Demands Organizational Change
Technology is only one part of the equation.
Drug Makers Are in the Midst of a Digital Revolution
Pharmaceutical firms are sharpening their focus on multichannel marketing and analytics.
Enterprise Software Retools Customer Experiences
Disruptions in the traditional sales model create urgency for vendors and opportunities for end users.
SMB Mobile Adoption Is on a Fast Track
Sixty-eight percent will increase mobile spending in the next year.
Turn Customers Into Raving Fans
It's not about points or rewards cards.
'Citizen Commerce' Site Highlights Products with Meaning
Curalate helps The Grommet succeed in social media promotions.
Publishers Clearing House Clears Coregistration Concerns
The company bolsters its customer base with eWay's multichannel acquisition solution.
Vivint Finds Service Success with RightTime
The home automation services company uses agent downtime to increase productivity.