13 Digital Marketing Myths, Debunked
The real answers to those burning questions about email, social media, mobile devices, and big data.
The 4 Pillars of Responsible Customer Engagement
Relevance, respect, credibility, and value are key to great experiences.
3 Reasons to Boost Your Contact Center's Strategic Value
Today's solutions are lower in cost, offer predictive capabilities, and require less technical know-how to operate.
Why Customer Experience Is a Bad Metric
The importance of customer engagement will surpass customer experience.
Data Versus Knowledge
Gaining insight from your data means rethinking its definition.
The Tipping Point
The (Priceless) Value of Trust
Building customer relationships one insight, one interaction, and one experience at a time.
The Future of CRM Is Outcome-Driven
Between company-centric and customer-centric, there needs to be a middle ground.
Pint of View
Eschew the Peer Review?
There are limits to what "people like me" can tell you.
Taking the Plunge into Social CRM
Integrating social communities takes a true commitment.
Small Biz Buzz
Subscriptions Boost Customer Engagement...and Business
Think about business as a collection of consumers.
How Reliable Is That Online Review?
Twenty-one percent of consumers write about products they've never used.
Wearables Will Be a Marketing Winner
Estimated to generate more than $3 billion in 2014 alone, wearable technology units could skyrocket by 2020.
Contact Center Satisfaction Dropped 10 Percent in 2013
Companies can rebound by providing more multichannel customer service options.
Demystifying the Brand Building Process
The seven simple principles every company needs to know.
From IVRs to Automated Interactive Customer Contacts
Chat, SMS, and virtual agent solutions have a strong future if deployed wisely.
The General Reboots Agent Training with Intradiem
The online auto insurance provider updates agent skills with Intraday Management technology.
SalesClic Is Just the the Ticket for Better Sales Forecasts
ShowClix shortens sales cycles and improves forecasting with SalesClic.
Spreadshirt Draws New Sellers—and Sales—with Targeted Testing
Optimizely's A/B testing capabilities increase conversions by more than 600 percent.