Columns/Departments

Paying Employees for Delivering Good CX Is a Bad Idea

Money can be a shortcut to accountability. Here's how to wean yourself off of monetary incentives

Customer Service Needs to Tackle Customer Emotion

How a customer feels about an interaction is the biggest contributor to good CX

Which CRM Features Are Small Businesses Not Taking Advantage of?

This year's version of ‘ask the vendors' examines what SMBs might be missing

Innovation Is What Makes Us Great

Customer service flourishes in a climate where people are free to innovate, and fail, and start over again

Automating Customer Service Means Striking a Balance

Too much automation can leave customers feeling put off

It’s Time for Marketers to Go Back to School

The higher education market could benefit from a new marketing technology that takes personalization to a new level

5 Reasons Why Branded Communities Are Your Best Lead-Nurturing Platform

You can invite who you want, and you control the information these communities yield

With Sales Effectiveness Down, Companies Should Rethink Their Sales Process

Despite major leaps in technology, sales performance trends remain disconcerting. It might be time to blow things up

Knowledge Management Is Poised to Keep Companies Informed and Efficient

Artificial intelligence, increases in self-service, and a younger workforce all point to a bigger role for KM solutions

Why No One Wants the Job You’re Offering

Amazingly, we have more jobs than we have people to fill them. What is happening?

Real-Time Analytics Provides ‘Quality Assurance’—and Privacy Concerns

Those QA recordings can also be recording your emotional state. Should they be opt-in?

CRM Is Making a Difference

In just the past year alone, we've seen huge advances in artificial intelligence, augmented and virtual reality, blockchain, automated bots, and so much more

It’s a Small World, But It’s Still a Big Deal

There are many considerations and plenty of questions that need to be asked before spreading out across the planet.

I Give and I Give, but You Take and You Take

Companies should try providing a little value before begging for more of our personal information

Government IT Should Adopt a CX Approach

A great customer experience for citizens starts with a better employee experience for federal workers

Contact Center Management Is Both an Art and a Science

A lot of skill is required, but even the most talented manager has to rely on data

3 Ways to Make Technical Consultants Part of the Sales Team

Having well-integrated sales and technical staff helps build credibility and your bottom line

10 Traits of Effective CX Leaders

What does it take to lead a customer experience team?

ABM and Content Marketing Thrive in the Age of the Customer

These new (sort of) approaches to marketing bring personalization into the modern age

Don’t Try to Block the Blockchain

Companies really need to start thinking about blockchain and laying the foundation for it within their organizations.