STIR/SHAKEN Is Now in Effect, but It’s Not Moving Me Yet
Something needs to be done to stop robocalls and scam calls.
Are Customer Service Metrics Gauging the Right Things?
We could be getting trapped by our historical systems of measurement.
Social CRM: Your Voice for Sharing Subject Matter Expertise
Potential buyers are turning to lots of influencers. You need to make them advocates for you.
Companies Must Compete on Decision Velocity
To those who can make faster, more accurate decisions, time is a friend.
The Transformational Value of Interaction Analytics
With so much in flux, IA can alert executives about the state of their customers and employees
Turn Your Customer Experience Process Around
Build buy-in with CX initiatives before you survey customers.
The 360-Degree Customer View Fallacy
Do we really need to know everything about customers?
Why Customer Service Is Getting Weird, and What You Can Do About It
Frustrated customers want to be listened to. But that culture of engagement doesn't just happen.
VR/AR: A Game Changer for Sales and Marketing
Virtual reality/augmented reality is poised to remake CX.
The Latest CRM Innovations Prove That Words Truly Matter
Systems today allow customers to speak conversationally while natural language technology understands and processes their words.
Contact Centers’ Road Map to Success in the New Normal
The pandemic helped companies discover unforeseen and valuable possibilities
Who Really Wins When Business and Politics Collide?
In today's hyper-divided political climate, coming down on one side or the other is sure to ruffle feathers.
Will Uberization Ruin Contact Centers?
A community-based gig economy model is giving way to a more utilitarian model.
CRM’s Impact During, and After, the Pandemic
Smart implementations really demonstrated their worth
Digital Sales Transformation: How Done Is Done?
COVID changed everything, but the change isn't over yet.
B2B Brand Leaders Are Optimistic for a 2021 Pandemic Recovery
We may be approaching the beginning of the end. This is good news for customers.
Workforce Optimization Solutions Help Companies Through the Pandemic and Beyond
As digital transformation became a necessity, so did new and improved WFO
CRM Must Move Forward, Not Back
Cloud-based technologies enabling agents to work from home were the main structural change brought by COVID.
Digital Humans Are Here to Serve You
Animated avatars for customer service are becoming too good to dismiss.
Four Lessons for Designing Exceptional Customer Journeys
Journeys that are just okay won't lead to more buzz and more business.