Retailoring Retail for a Mobile-First World
To compete with pure play e-commerce outfits like Amazon.com, companies must bolster their mobile strategies and focus on expertly combining digital and physical shopping realms. Part of a special Retail Report
Digital Natives Versus Digital Migrators: Does It Matter Where You Start?
Although digital-born companies and traditional retailers are facing different challenges, both must deliver on their brand promise and offer personalized experiences to succeed in today's environment. Part of a special Retail Report
On Social, Not All Negatives Are Bad
Companies should use customer comments—both good and bad—to drive brand transformation
What is Digital Transformation and Why is it Important Now?
Clinging to the status quo is not an option. Disruption is happening.
The CRM Technology Sandwich
Don't forget to fill it with people and process!
The Tipping Point
Why Increased Self-Service Can Be Good for Agents
Customers do everything they can to avoid talking to them—except when it really matters
Workforce Management’s Best Years Lie Ahead
Back office and branch solutions, as well as channel and scheduling flexibility, will drive growth
Pint of View
Three Little Words
Our lives would be so much easier if we said them more often
4 Digital Strategy Journeys
These companies are grappling with their digital futures
Small Biz Buzz
Three Customer Trends You Can’t Ignore in 2016 (and Beyond)
Better service, experiences, and intelligence can mean the difference between getting ahead and stalling
Required Reading: Building The Social Business Imperative
Integrating social media into the customer journey is a must
Dormify Doubles Down with Dotmailer
The e-commerce company can now send out relevant and personalized emails to capture the attention of shoppers
Nuance’s Nina Adds a Human Touch to Swedbank’s Customer Service
The multinational bank's conversational virtual assistant resolves 78 percent of queries on first contact
Pantheon Is on a Retargeting Roll with AdRoll
The Web site management platform lowers retargeting costs and increases click-through rates