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
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
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.
Is Net Promoter Score Right for You?
Loyalty and CX are not the same thing
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
To Truly Work, AI Needs to Get Really Personal
Artificial intelligence must do more than reflect back what it thinks it knows about us
Early Adopters of AI for Sales See Tangible Results
Vendors are investing heavily in AI, and early returns suggest it's paying off already
Is Your CRM as Intelligent as It Should Be?
CRM platforms must capture and organize ever-increasing amounts of data, and AI can help
How Can AI Help Small Businesses with CRM?
This year's installment of ‘ask the vendors' features the tech topic on everyone's mind
Amid Economic Uncertainty, Optimize, Don’t Downsize
Department heads need to look beyond simple expense trimming and instead focus on optimizing what they already have
Where Systems of Record Will Go from Here
They're continually evolving, not going away
The Reality of AI—Once You Get Past the Hype
Artificial intelligence is widely claimed, but practical uses are not widely found just yet
The Next Step in CX: Ambient Experiences
Customers will soon expect real-time experiences that are automatic, natural, unique, and contextually relevant
6 Steps for Creating and Leveraging a Digital Assessment
Here's how to ready your organization for digital leadership
Speech Recognition Is Not Speech Understanding
Companies and contact centers strive to communicate with customers across countries and languages, but are their efforts getting lost in [machine] translation?