Great Customer Service Takes Empathy
The debate rages on as to whether empathy can be taught
Cognitive Computing Energizes the Enterprise
Today's intelligent systems can learn from customer data to discover and provide insights that drive better experiences, heighten employee engagement, and inspire companies to innovate
A Marketer’s Guide to The Internet of Things
To remain competitive, marketers need to prepare now to capitalize on IoT technology
Customers, Not Bots, Are Taking Over
In customer relationships today, there is no tolerance for slip-ups, no second chance to do better next time
Sales Is Like an Orchestra. Sales Enablement Is the Maestro
Multiple departments working at cross-purposes can sound a discordant note
A Customer-Engaged Culture Requires a Vital Ingredient—Trust
Customers trust ‘people like me'; it's time for your business to become ‘a company like me'
Pint of View
Waiter, There’s a Frog in My Soup
Customers will put up with a lot, but usually only so much.
Can Chatbots Fully Replace Humans? Not Yet
But great customer experiences will rely on leveraging chatbots for their strengths.
Following The Sales Manager’s Guide to Greatness
Effective sales team leadership calls for a strategic approach to individualized coaching.
Improving the Marketer-Agency Model
Companies are just as much to blame for bad marketing relationships
Marketers Gain Reprieve in Privacy Rule Repeal
Internet service providers, and social networks, can continue to collect and sell customer data
Marketers Must Protect Their Reputations in the Age of Fake News
Pressure is mounting on marketers to better control where their brand messages appear.
ON THE SCENE—CRM Evolution: For Customers, Time and Efficiency Trump All
Speakers urged companies to adopt technologies that get customers in and out without a hassle
ON THE SCENE—CRM Evolution: Relationships Are Just as Important as Intelligence
While AI has its advantages, it can't display empathy, which is why businesses need to build relationships
ON THE SCENE—Customer Service Experience: Bots Are Only as Good as the Data
For chatbots to be effective, they need to deliver the right information with little effort
Avidia Bank Cashes In on the Cardless Trend Using Hootsuite
The social platform helps harness influencers to spread the word on the bank's mobile app
InMoment Helps Solarity Gather Timely Feedback
The platform's listening posts enable the credit union to create member-centric services
Wiredrive Accelerates Customer Success with Totango
The media sharing and collaboration firm has built stronger bonds with its customers
The Next Step
Heroes and Cowards (and Contact Center Agents) Feel the Same Fear
But the actions they take are what separate them.