Now Is the Right Time for Silo Busting
Sticking to structures that keep data and departments separate is bad for business
'This Chat, Email, Text, or Social Media Post May Be Recorded for Training Purposes'
Customers are using more channels than ever to resolve customer service issues. Companies need to harness information across all of these interactions
Machine Learning Reshapes the Marketing Landscape
Emerging solutions provide marketers with insights into program effectiveness, but they require a high degree of skill to fine-tune
This Month, It’s All About the Data
Companies can no longer afford to be so cavalier with valuable customer information
Cloud Contact Center Solutions Continue Upward Trajectory
There's plenty of cloud-based excitement, though proliferation, compliance, and security remain issues.
Pint of View
Our beloved Pint of View columnist toasts the end of an era.
3 Ways to Put the Human Element into Customer Experience
Recognizing and celebrating our collective humanity is more than a lofty goal—it's good business.
Companies Don't Need Websites to Benefit from SEO
Links to local search results also rely on accurate and up-to-date information on the Web.
Court Strikes Down TCPA Expansions
Appeals court decision overturns the FCC's new definition of autodialers
Customer Sentiment Is Becoming a New Imperative
Sentiment and emotion analytics are poised for 3,000 percent growth
IoT Technology Has Huge CX Potential
Companies can use IoT data to improve product and service delivery
ON THE SCENE: At Adobe Summit 2018, Adobe Urges Companies to Enter the Experience Business
At its annual user conference, Adobe urged attendees to make experience their business
Required Reading: Businesses Should Ask Would You Do That to Your Mother?
Company leaders need to focus on what it takes to make Mom proud, and do likewise.
Rack Room Shoes Steps Up Its Customer Engagement with Salesforce.com
Thanks to the Marketing Cloud, the shoe retailer sees its email and text campaigns hit their stride
SendinBlue Sends the Right Message with Dataiku
Machine learning helps guarantee that millions of messages are delivered daily
The Next Step
Does AI's ROI Mean Humans Are SOL?
OMG, no! They need each other to do their best work