CRM in Customer Service, Call Centers, and Contact Centers

For Better Customer Service, Look into the Future

Companies can anticipate and address needs in advance with the right data, technology, and personnel

Sam Del Rowe // 30 Nov 2020

Use Digital Platforms to Drive In-Store Traffic, and Vice Versa

Online and offline environments are no longer competitors for the same retail customers

Linda Pophal // 30 Sep 2020

Math Meets Marketing with Statistical Models

Modeling is key to marketing success, but the data needs to be better

Phillip Britt // 30 Sep 2020

Co-Browsing Gains as a Service Tool

COVID and the shutdowns bring a rise in technology alternatives to in-person service interactions

Phillip Britt // 30 Sep 2020

5 Key Customer Loyalty and Engagement Trends for 2021

Now is the time to anticipate and strategize for the post-pandemic changes in outlook and behaviors.

Michelle Wildenauer // 12 Jan 2021

Deep Customer Insights: The Key to Building Excellent Products

To get the right products to market, faster, companies need to leverage every customer conversation and interaction they have.

Hubert Palan // 28 Dec 2020

As CX Leaders Learn to Adapt, Here Are 4 Lessons to Keep in Mind

While it's easy to be overwhelmed by all the change, it is also an opportunity to go back to the basics and refocus efforts as we look to and plan for a new and forever-changed 2021.

Jeff Titterton // 22 Dec 2020

How to Build a Customer-Centric Culture

Is CRM enough about the customer? We have entered the age of hyper-personalization, and customers expect us to engage them in their preferred way.

David Roberts // 08 Dec 2020

Connect

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.

L. Nicole France // 30 Nov 2020

Front Office

Digital Agility Will Be the Key to Continuity in 2021

The pandemic has shown that just about anything that can be done in person can be done digitally

Leonard Klie // 02 Dec 2020

Reality Check

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.

Donna Fluss // 30 Nov 2020