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We tend to think of networking as creating new connections outside of your company. While this is true, it’s important not to underestimate the...

By now, we’re all familiar with customer experience horror stories—those viral videos of customer service gone terribly, terribly wrong. The airline passenger dragged from...

“Over 50% of customers we’ve surveyed are restless, skilled at shifting spend and intolerant of poor experiences,” said Forrester CMO Victor Milligan on...

We live in an era when shoppers demand first-rate experiences and every interaction plays a vital role in a company’s success. “Customer service shouldn’t...

Here’s a scenario I’m hearing about more and more regularly: In an effort to cut costs, Company X decides to replace the humans in...

Selling digital transformation within an organization can be twice as difficult as getting buy-in for any other kind of wholesale revolution. Because while the...

Engaging in online sales without built-in, comprehensive support is a lot like opening a brick-and-mortar store without floor staff. No one’s available to help...

Customer expectations are extremely high—a recent Salesforce study found that customers demand seamless, personalized experiences with brands. And if they don’t get them? Well,...

With more than 80% of the data gathered being unstructured and unusable, companies are leaving a lot of value on the table. To recover...

We live in the day and age of personalization. Facebook creates personalized stories for each of their users on their anniversary of using the...