The Rise of Mobile Wallets —and What Marketers Need to Know
Rapid growth in mobile payments offers a real opportunity for businesses, and marketers in particular, to transform their customer relationships
What Companies Can Do to Reduce Customer Effort
You need to make transactions frictionless to keep customers coming back
Revving up the Customer Experience Engine
General Motors drives loyalty across its brands with a customer experience initiative. A Q&A with David Mingle, global director of customer experience strategy and enterprise experiences at General Motors
Consumers Score a Huge Win
Companies, vendors, and consumers should be prepared to work together to curb the possible misuse of the technology
These 8 Technologies Are Transforming the Contact Center
The need to understand and engage newly empowered customers (hello, Millennials) is driving innovation.
The Tipping Point
Retailers Must Embrace New Shopping Experiences
Online disruptors and a new breed of digital consumer mean its sink-or-swim time for traditional retailers and consumer goods sellers
Omnichannel Journey Design—Is Your Business Ready?
Your customers want to interact with you when, and how, they choose. Your journey design processes should support them.
Pint of View
The Comeback Trail
So you've got egg on your face. Now what?
The Future of CX Is Orchestrated Engagement
Forward-thinking companies must find ways to make the cacophony of customer experience technologies play together
Canada Clamps Down on Spam
Companies are safe from lawsuits for now
Companies Need to Get Serious about Customer Experience
When it comes to managing CX, companies need to take a disciplined approach
Customer Preferences Drive B2B E-Commerce Growth
B2B e-commerce will reach $1.2 trillion by 2021; companies need to become more digitally savvy to remain competitive
Required Reading: With Customer Experience, More Is More
In today's marketplace, companies should make things harder on themselves, not their customers
Booker Sets Up Self-Care with Five9
The salon and spa scheduling company benefits from Five9 in its contact center
NetApp Loses Nothing in Translation with SDL
The global storage and data management provider used SDL to deliver content in 16 languages simultaneously
The Homework Hotline Aces Its Assignments with PureCloud
Rose-Hulman's tutoring service ups user satisfaction thanks to Genesys and Interactive Intelligence's PureCloud contact center solution
The Next Step
Your Sales Pipeline Can Make You or Break You
Good pipeline management requires clear thinking and knowing when to cut a deal loose.