New & Notable


When will IoT systems pave the way for smart cities?

The Internet of Things could help cities address traffic congestion, resource scarcity and other problems. But structural and human obstacles remain.


Nordstrom aims for personal -- not creepy -- customer service

Nordstrom is trying to bridge the gap between online and physical shopping experiences for its customers through Beacon technology.


Raising the roofing business with mobile tech, CRM

Ken Kelly didn't plan on taking over his father's company. But a few classes in Microsoft Office paved the way to a multimillion-dollar small business.


Why are contact centers so slow to adopt analytics?

Analytics tools have been incorporated into various enterprise departments. So what's holding contact centers back from investing in them?

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    Going multichannel will improve customer experience -- but not without a plan

    Companies today know they can't get by with just a call center. And they know adding a website alone won't help much. They know where it's at: to improve customer experience, they'll also need a social media presence, a mobile app -- and they'll ...

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    marketing-qualified lead (MQL)

    A marketing-qualified lead (MQL) is a website visitor whose engagement levels indicate that he is likely to become a customer. 

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    customer segmentation

    Customer segmentation enables companies to accurately target tailored marketing messages to customers who are most likely to buy their products.

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