2020: The 5G Revolution Begins
Wireless carriers finally begin their 5G rollouts, and the business potential is huge, as a world of new opportunities opens not just for consumers but for the companies that want to do business with them.
Customer Data Platforms Emerge as Marketing’s Latest Holy Grail
Companies adopt a new way to collect information in their ongoing quest to gain a single view of the customer
Channels Collide as Physical and Digital Converge
In 2020, customers will demand both in-store and online touchpoints
Let Hope, Not Hype, Be Our Guide in 2020
A big reason why innovation is so slow to take hold in the industry is the short time frame CX leaders are given to prove ROI.
A Simple Way to Set Your 2020 CRM Enhancement Priorities
With hundreds of sales enablement solutions from which to choose, how do you assess what you truly need?
The WFO Market Continues to Beat All Odds
Buoyed by productivity and innovation, workforce optimization remains a perennial enterprise software success story
The Last Line
Being Insensitive to Customers Is an Odd Business Plan
Some of the travel industry's offers seem suspiciously like extortion
How to Cut Costs With CX—and Prove It
Cutting costs in quantifiable ways is a win for customers and companies
Voice of the Customer
It’s 2020! How Did Our CX Predictions Work Out?
Let's look at how we've responded to customers' rising demands
CCPA Is Now in Effect
California's consumer privacy law took effect Jan. 1
CX Leaders Struggle to Show the ROI
Communicating the benefits of their CRM investments eludes many, West Monroe researchers find
Required Reading: Dialogue Is the Key to Retail Sales Success
The need to adapt communications strategies is non-negotiable
What Lies Ahead for CRM?
CRM industry insiders share their predictions for 2020.
Access the ICMI Agent Experience Toolkit
To boost customer satisfaction and loyalty, you need your agents to stay engaged and motivated. But how? Access the ICMI Agent Experience Toolkit and to help you assess your current agent experience and discover ways you can improve.
Arxan Nails It with Direct Mail
PFL's tactile marketing program delivers hard-to-reach customers
JOANN Gladly Crafts Personal Interaction
By moving to a modern customer service platform, the craft retailer has improved customer responsiveness