Who Really Wins with Vendor Consolidation?
Companies can focus on customer service and process improvements instead of constantly purchasing, integrating, configuring, and customizing complex software.
In the Shutdown Era, Agencies Must Reinvent Citizen (and Employee) Experience
Serve citizens in ways that create advocates while driving compliance and efficacy
AI Isn’t Inevitable—It’s a Choice
Companies should approach automation with judgment and analysis, not resignation
4 Things to Know About the AI for Sales Marketplace
Artificial intelligence is fundamentally changing CRM, and it deserves your attention now
Amazon Serves Up CX Lessons
With Go and AR, the giant retailer is showing us how new tools can connect with customers
Workforce Optimization Ushers in the Real-Time Contact Center
AI, automation, and analytics are leading to an era of self-service and sophisticated agents
Make Customers Your Best Salespeople
The advocacy of a satisfied customer can make all the difference in B2B sales
Storytelling in Business: Art, Science, Necessity
You have to make customers connect with you in a personal way
Customer Service Is Everyone’s Responsibility
Companies have to start organizing their culture around putting the customer first
Is Customer Service Ready for the Nonstop Chatter of Messaging Apps?
When the going gets weird, the weird turn pro
5 Building Blocks for Digital Transformation
Keeping up in these areas lowers your company's risk of being disrupted
Making Field Service Your ‘Promise Engine’
A marriage of people, process, and products
Being an Enabler Has Become a Good Thing
The term 'enabler' now has positive connotations, at least in a business context
The Gig Economy Isn’t New, but It Might Be Worth a Second Look
Your customers' next text, chat, IM, or phone conversation with customer service could be with a freelance agent
It’s Time to Deploy, not Dabble with, Social CRM
Don't miss out on engaging with customers in a meaningful way
Surprise—You’re in Charge of CX!
Embrace customer experience leadership, regardless of how you got there
Where Is Amazon Go-ing With This?
The staffless Amazon Go stores seem like a convenience revolution—though for now, the experience might be beside the point
Analytical Advances Unlock the ‘How’ of Selling
Sales reps know what they need to do, but how to do it is a moving target
Thanks to AI and RPA, the WFO Market Surges
Workforce optimization moves to the cloud and embraces AI and analytics, and the market responds
I’m Giving You Good Information. Use It!
Knowing which leads to call and which ones to avoid is valuable data