Identity Resolution Moves into the Contact Center
The popular marketing technology is aiding in routing, fraud detection, and issue resolution
Zero-Party Data: Personalization and Privacy Can Coexist
When customers provide data directly to companies, consent takes on a new meaning for marketers
Demystifying Cryptocurrencies: Promise and Potential Lead to Growing Appeal
Marketers can boost their image with tech-savvy consumers by accepting e-cash
I’m Ready to Move On, And So Are Your Customers
Seventy-six percent of business leaders expect difficulty increasing customer satisfaction without raising costs. Automation could help.
Why Can’t We Just Put Customers First and All Get Along?
Disharmony can impact customers, employees, and the bottom line
The Tipping Point
Voice + AI Represents the Next Chapter in CRM’s Evolution
As voice technologies become ubiquitous, customer interactions will never be the same
The Last Line
What Post-Pandemic Contact Centers Will Look Like
Will agents return to the office or remain remote? The answer is, likely, yes to both
3 Ways to Enhance Customer and Employee Collaboration Post-COVID-19
Now is the time to harness all the tools of customer engagement
Voice of the Customer
How Can We Listen to Customers When No One Is Talking?
Response rates are down, but don't throw in the towel!
CCW Outlines 5 Strategies for Modernizing Contact Centers
Data will forge new contact center capabilities by 2025, CCW Digital Predicts
Companies Change Sales Tactics Amid COVID-19
Companies are optimistic about a recovery, but they can't just plan for the short term, research finds
Modern Advertising Needs New Strategies
Marketing needs to adapt to higher customer expectations, Forrester urges
Pandemic Heightens the Need for Analytics
Companies want to know how COVID-19 changes consumer behavior
Required Reading: Building a Brand Requires Getting Leaner
Companies looking into new markets can benefit from a new approach
The CARES Act Can Drive Customer Obsession
Forrester outlines how companies can use COVID-19 funding to improve customer experiences
Navy Federal Deploys Verint for COVID-19 Response
The credit union turned to Verint's analytics to address changing business conditions
When It Comes to Communications, Twilio Has Insurance Firm Covered
Cover Financial is benefiting from Twilio's Flex cloud-based platform
The Next Step
Employee Satisfaction Is Worthless
The key to motivating today's workforce? It's not making sure they're satisfied.