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Columns/Departments

Adapt to Gain an Advantage

Given our current economic uncertainty, companies naturally want to make sure that every dollar spent is producing concrete returns.

Six Myths About Design, and Four Ways to Overcome Them

Too many companies are in the dark about what design is, who should be involved, and how to do it well.

The Cloud Contact Center Land Grab Is on

The future is in the cloud, and CCaaS vendors are battling to stand out.

Communication Is Essential for CX

Often overlooked, communication strategies are necessary to drive action.

A Trip Down Social Media’s Memory Lane Uncovers Emotions

And it's not just social media; CX can produce memorable (hopefully positive) feelings.

Contact Centers: The Next Big Thing

Yes, really. But why are software vendors jumping on the contact center train?

Where Has the Time Gone?

Once upon a time, high costs, limited functionality, and low adoption, among other things, threatened to make CRM systems obsolete. Thankfully, the industry didn't give up.

Understanding the Metaverse Economy

Enterprises will be able to bring their physical and digital presences together.

The Next Frontier in Customer Engagement: Streaming Video

But be warned: Livestreaming isn't easy, even if it looks that way.

Evolving CRM from the Enterprise to the Extraprise

The goal: creating a community in which everyone contributes to their collective success.

Analytics, AI, and Collaboration: 3 Ways CRM Elevates Business Performance

CRM's latest tools have helped a create a new competitive advantage in times of disruption.

The Death of the Work Ethic

A positive look at a negative situation.

Remembrance of CRM Things (and Sweet Desserts) Past

For the author, there's a lot of history in these pages.

Don’t Break Down Silos!

Instead, unify them around customer experience.

Connecting in a Post-COVID World Doesn’t Have to Be Complicated

Remote or partially remote workforces are likely to be with us for quite some time.

The Metaverse Won’t Be as Forgiving as Web 2.0

Customer experience leaders need to figure out their place in the metaverse economy.

Your Employee Technology Also Drives Your Customer Experience

Customer service reps deserve tools that help, not impede.

It’s Time to Focus on the Metaverse

Virtual worlds will be the most transformative technology in the next decade. Prepare your strategy now.

The Contact Center’s AI Revolution

AI technology is driving a rapid pace of innovation and change in the service sector.

Things Can Only Get Better from Here—and the Future Looks Bright for the CRM Industry

2021 wasn't great, but we are cautiously optimistic that a new normal is settling into place.