No longer nice-to-haves, CRM systems today are essential tools helping organizations create the high-touch, personalized interactions their customers demand. While most people equate customer ...

Given the broad use and relative importance of service-level agreements (SLAs) in a variety of contexts, in this blog post, we provide an overview of the basics of SLAs and what they should address.

— his 35 years in fixed ops, Bob Cawley has heard his share of advice. He has been told about new gadgets, the latest and greatest processes and bold "out-of-the-box thinking." To it all, Cawley says, ...

Responsiveness is crucial for customer retention and shows customers they are a priority. Authenticity in customer interactions enhances the customer experience, with personal engagement often ...

Recently I had the opportunity to listen to an inspiring presentation by Horst Schulze, Founder of the Ritz Carlton Hotels and, more recently, Capella Hotel Group. His goal during the presentation was ...

CXA enhances personalization. Customer experience automation uses real-time data and AI to deliver personalized, relevant experiences across multiple touchpoints. Scalable customer journeys. CXA ...

Recently, I was invited to participate in a webinar discussing the role of emotions in customer experience. During the discussion, I made the point that while I believe we should pay close attention ...