Value, Not Volume: The New Bar for Good Marketing
The coming revolution in marketing is not simply a matter of increasing and improving use of digital channels. It rests on a better and better-integrated understanding of customers.
Customer Experience in the Post-Pandemic World
It's time to move ahead and not wait for things to go back to "normal," because the meaning of normal has changed, and consumers' expectations have been permanently altered.
Emerging Technologies Can Keep Your Digital Hotel Solidly Booked
Virtual gathering places for customers benefit from collaborative and immersive apps like Zoom, virtual reality, and augmented reality.
2021: The Year Customer Service Embraces Empathy
Customer service has always had something of an identity crisis. But that could be about to change.
Customer Service Is Risky Business
Making your customers feel safe creates long-term loyalty
The Ugly Truth About CRM Data
If too much of it is missing or wrong, no digital transformation can happen
CRM Is Your Change Agent
With AI and machine learning in the mix, your system can adapt to the speed of change
How to Sell Virtually in a Turbulent Marketplace
Your meetings have moved online, but technology isn't all you need
Data Links Disparate Technology Demands
"Every step you take toward being a data-forward marketing organization is a positive one."
Virtual Events Stink. Here’s How to Improve Them
With online conferences, let's have less hostage videos, more spontaneity
We Don’t All Want to Work From Home
Efficiency goes up, but does employee happiness?
To Thrive During COVID-19 Recovery, Shore Up Your CRM Foundation
Three process pillars must be in place to steady your system
IVAs: The First Responders for Customer Service
Whether call volume surged or slowed to a trickle, intelligent assistants have proved effective on the front lines
Post-COVID-19, Contact Centers Should Reinvent Themselves
The pandemic has sped up changes that were overdue
Big Changes, a New Format, but Similar Results
This year, we simplified our awards process by asking analysts two simple questions in each of 10 categories.
Companies Have Built Up CX Equity. Here’s How They Should Use It
A reservoir of goodwill will be critical to bringing back customers once the crisis passes
Stop Trying to Make Us All Productive
Instead of hyper-focusing on productivity, companies must also consider their workers' well-being
As Agents Already Know, Emotional Work Is Real Work
Compassion fatigue can be a big issue in contact centers
With Big Data, Big Isn’t Necessarily Better
The specific kinds of data matter—the kinds that generate insights
Coronavirus Shows the Value of CRM
It has become even more essential to maintain positive relationships with each and every existing customer. Today's CRM systems can help.