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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.

How to Cut Costs With CX—and Prove It

Cutting costs in quantifiable ways is a win for customers and companies

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

It’s 2020! How Did Our CX Predictions Work Out?

Let's look at how we've responded to customers' rising demands

Being Insensitive to Customers Is an Odd Business Plan

Some of the travel industry's offers seem suspiciously like extortion

Why Are We Still Talking about Silo Busting (Among Other Things)?

While some of the predictions for 2020 involve revolutionary, cutting-edge technologies like blockchain, advanced analytics, and artificial intelligence, many more of the predictions involve strategies and technologies that have been around for years but have yet to be adopted.

Customer Self-Service: Fast, Cheap, and in Control

Self-service has gone from an acceptable alternative to a desirable one

The Hybrid Contact Center Workforce of 2030

Make way for the ‘interaction center,' staffed with humans, IVAs, and robots

How AI Is Impacting CRM (Already)

More customer data leads to smarter AI, and the sky's the limit

Analyzing CX Means Looking at the High Points, Wherever They Are

How customers feel at the end of interactions is only part of the story, not the climax

3 CRM Lessons From This Year’s Conferences

Some key themes kept coming up among the CRM intelligentsia

Luddites Like Me Like Personal Interactions

Any texts I receive from companies must be relevant, must provide value, and must be personalized.

The ‘Cost Center’ Notion Must Go (Finally)

Companies claim to be customer-obsessed, but customers themselves feel otherwise. What's not adding up?

X-Data + O-Data = Better Customer Journeys

Combining experience data and operational data can make a big difference for your customers

Make Your Business Case an Offer They Can’t Refuse

This means accurately assessing how things are, demonstrating how they can approve, and then showing your work. Make your business case so strong an argument for your offer that no one can deny its overall value.

To Truly Work, AI Needs to Get Really Personal

Artificial intelligence must do more than reflect back what it thinks it knows about us

Is Net Promoter Score Right for You?

Loyalty and CX are not the same thing

Early Adopters of AI for Sales See Tangible Results

Vendors are investing heavily in AI, and early returns suggest it's paying off already

The Workforce Optimization Market Adapts to Ever-Changing Rules of the Road

A rapidly changing business landscape, featuring AI, automation, and employee-centricity, leads to complex customer journeys for vendors and companies alike