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2018 is a year of renewal vs resolutions for winning companies. It is a year with massive disruption (Blockchain, Voice Automation, Omnichannel service design) that, like other digital...

Despite a growth in digital and self-service customer service channels, customers still use the standard, live-support channels—73 percent use the phone, 68 percent use email, and 58 percent...

This Thanksgiving holiday, 173 million Americans went shopping. They spent nearly $8 billion online on Thanksgiving and Black Friday, and another $6.6 billion on Cyber Monday, up about 18 percent...

Subscription-based companies are becoming a mighty force in the business world. Powerhouses like Blue Apron, Dollar Shave Club, and Loot Crate deliver sleek, modern products via daily deliveries or...

To survive in today’s increasingly competitive customer landscape, businesses have seemingly flocked in droves toward the latest tech trends such as in AI (artificial intelligence) and...

We exist in a time where technology is thrusting the contact centers forward in ways that have never before been accomplished. From independent chatbots to biometric analytics that can read your...

The marketing landscape has been changing at a remarkable pace. In 2011 there were just 150 marketing technology vendors. Fast forward to today and now there are more than 5,000.As this overflow of...

Complexity is a natural byproduct of growth. As companies expand and introduce new products through acquisition or through internal development, there is a tendency to become more complex. Before...

In many industries, high-performing contact center associates are critical to organizational success. These employees are often the front lines of your business, the voice of your organization....

What is the value of a marketing campaign, or a marketer for that matter? The answers to these questions are often murky at best. To prove ROI, marketers must defend their place in the value...