Adapt to Gain an Advantage
12 May 2022
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
04 May 2022
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
02 May 2022
The future is in the cloud, and CCaaS vendors are battling to stand out.
Communication Is Essential for CX
02 May 2022
Often overlooked, communication strategies are necessary to drive action.
A Trip Down Social Media’s Memory Lane Uncovers Emotions
02 May 2022
And it's not just social media; CX can produce memorable (hopefully positive) feelings.
Contact Centers: The Next Big Thing
28 Apr 2022
Yes, really. But why are software vendors jumping on the contact center train?
Where Has the Time Gone?
14 Apr 2022
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
11 Apr 2022
Enterprises will be able to bring their physical and digital presences together.
The Next Frontier in Customer Engagement: Streaming Video
07 Apr 2022
But be warned: Livestreaming isn't easy, even if it looks that way.
Evolving CRM from the Enterprise to the Extraprise
05 Apr 2022
The goal: creating a community in which everyone contributes to their collective success.
Analytics, AI, and Collaboration: 3 Ways CRM Elevates Business Performance
04 Apr 2022
CRM's latest tools have helped a create a new competitive advantage in times of disruption.
The Death of the Work Ethic
01 Apr 2022
A positive look at a negative situation.
Remembrance of CRM Things (and Sweet Desserts) Past
01 Apr 2022
For the author, there's a lot of history in these pages.
Don’t Break Down Silos!
01 Apr 2022
Instead, unify them around customer experience.
Connecting in a Post-COVID World Doesn’t Have to Be Complicated
29 Mar 2022
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
03 Mar 2022
Customer experience leaders need to figure out their place in the metaverse economy.
Your Employee Technology Also Drives Your Customer Experience
02 Mar 2022
Customer service reps deserve tools that help, not impede.
It’s Time to Focus on the Metaverse
24 Feb 2022
Virtual worlds will be the most transformative technology in the next decade. Prepare your strategy now.
The Contact Center’s AI Revolution
16 Feb 2022
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
03 Feb 2022
2021 wasn't great, but we are cautiously optimistic that a new normal is settling into place.