Tips for Maximizing CRM Investments
It's good to have a powerful CRM system, but one that is useful offers the best payoff
Bots Should Be in Your Contact Center’s Future
The technology emerges as businesses look to artificial intelligence to improve customer service
Making the Most of Marketing Money
How to develop a successful CRM strategy while simultaneously enabling connections between consumers.A Q&A with Brian Border, vice president of CRM at Shutterfly
CRM Is More Than Just Technology
Businesses can't rely solely on their system vendors to keep their CRM solutions up to date, functional, and otherwise used by employees.
Will Customer Journey Analytics Be the Next CRM?
CJA looks to capture the kind of customer knowledge—spanning channels and touch points—enterprises have long sought
The Tipping Point
5 Ways to Invest Wisely in Customer Loyalty
Loyalty investments in their current form are not generating all the value they could.
Pint of View
You Can’t (Mis)Handle the Truth!
Thoughts on the role of truth in a post-facts world.
Nine CX Trends to Watch
The roles of purpose and emotion join some usual suspects (mobile and self-service).
Voice of the Customer
7 Signs Your CEO Is Customer-Focused
High-growth companies prioritize CX, and you'll find the following characteristics in those at the helm.
Advertising Returns to Local TV
Spending on TV advertising is expected to soar, despite the trend to cut the cord
Amazon Moves Alexa into the Contact Center
Amazon Connect positions AWS as a contact center solutions provider
Required Reading: Connecting with The Transformational Consumer
The most impactful customers are seeking health, wealth, and wisdom
AmRest KFC Satisfies Customers with LoyaltyPlant
A fast-food chain franchisee increases Eastern European foot traffic with a mobile app
TechStyle Gets NICE with Its Employees
An agent engagement tool and precise staff forecasting provide a path to better experiences for employees and customers
Vodafone Sharpens Supply Chain Management with Celonis
Thanks to the vendor's Big Data process mining analytics, the telecom giant's business operations get more transparent, and leaner