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?