The 6 Secrets of Successful Change Management
Are your salespeople resisting technology upgrade plans? ?Try these tips to bolster user adoption.
10 Ways to Liven Up Your Loyalty Program
Add functionality and flair to traditional rewards-based structures
Data Security Should Be in Everyone's Job Description
Protecting valuable customer information should begin in the contact center and end in the executive suite.
Adapt or Perish When Digital Disruption Strikes
It's nice to have options—that's how disruption starts.
Contact Center Hall of Shame
The 11 worst customer service practices.
The Tipping Point
Tapping the Switching Economy
Three tips for keeping customers from straying.
WFM Finds a Better Direction
Algorithms and simulation address a key mathematical challenge
Pint of View
Customer Experience: Code Blue
There's more to patient care than what happens within a hospital's walls.
To Improve Customer Experience, Engage Your Employees
For better business results, give employees the support they need
Voice of the Customer
Catalysts for Change
Customer experience leaders can make a big impact in their business operations
The Customer Expectation–Experience Gap
Brand Keys' Customer Loyalty Engagement Index finds that many companies are unable to deliver on emotional values.
Rethinking Sales Incentive Management
Incentives offered to teams, instead of individuals, could better motivate reps.
At Adobe Digital Marketing Summit, Adobe Adds to Campaign and Experience Manager, Marketing Cloud
The vendor prepares for an era where "the product is the marketing."
At Forrester's Sales Enablement Forum, It's All About Getting the Story Right
As customers grow more independent, sales must leverage marketing content to become indispensible
At Microsoft Convergence, Dynamics CRM Gets a Major Overhaul for 2015
Microsoft's user conference highlights product launches and integrations around its CRM line.
Required Reading: Disrupting Digital Business Requires Right- and Left-Brain Thinking
Digital Darwinism is unkind to those who wait.
Wine Enthusiast Uncorks More Personalized Email Campaigns with Bluecore Solution
A reduction in outgoing email increases revenue for the wine accessories company.
Bluenose Discovers Success with Its Online Community
Get Satisfaction's social community platform helps the CSM solutions vendor generate industry buzz
Customer Reviews Drive CitizenShipper's Word-of-Mouth Marketing
Trustpilot's review validation platform adds credibility to claims