- May 11, 2015
Analytics tools have been incorporated into various enterprise departments. So why are contact center analytics still considered novel rather than vital?
- May 08, 2015
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.
- May 07, 2015
A startup that launched to great fanfare and venture capital attention started to crumble less than two years later. How did the CEO pick up the pieces?
- April 17, 2015
Companies now see online self-service options as a must-have for customer experience strategy.
- April 13, 2015
Microsoft Convergence attendees explored the new cloud-based Power BI analytics tool at the conference.
- April 08, 2015
Bouquet Training, a module in the Bouquet CDM platform, enables managers to customize contact center agent training courses based on customer feedback.
- April 01, 2015
Companies are enlisting a variety of data, such as consumer location and demographics to join digital marketing with in-store, physical experiences.
- March 24, 2015
Microsoft is trying to lead customers to the cloud with hybrid offerings, such as Microsoft Dynamics CRM. But will that succeed?
- March 19, 2015
To clean up Philadelphia, Rosetta Lue uses technology to be responsive to citizens -- and customer experience principles to treat residents like VIPs.
- March 11, 2015
Pet Supplies Plus needed to consolidate a handful of legacy systems and move to the cloud to better serve its customers in a multichannel fashion.
- March 09, 2015
Marketers strive to provide personalized experiences to their customers. But customers will only reveal personal information in exchange for trust.
- March 03, 2015
Companies jumping on the mobile payment bandwagon need to tread carefully as consumers are still skeptical about the security of their data.
- March 02, 2015
Mark Roberge, chief revenue officer at HubSpot, uses serious data analysis when hiring sales staff. But science doesn't crowd out instinct.
- March 02, 2015
Contact center agents are supposed to help customers with issue resolution. But that's tough when agents lack good working knowledge of products.
- February 10, 2015
Corporations are using customer data to gain a competitive edge in the market, but new analytics technologies pose privacy downsides.