The best way to retain customers is through proactive relationship management and outstanding customer service. A key element in that strategy is an integrated approach to customer contact—implemented ...

Nutshell reports effective CRM and email marketing alignment enhances customer relationships through strategic planning in people, processes, and data governance.

Through social media, virtually anyone, anywhere in the world, can be heard. Unfortunately for many businesses, an individual's comments might not always be complimentary. This is prompting more ...

Reflecting on that unforgettable hotel experience I shared in my previous article, the lack of emotional agility didn’t just tarnish my stay—it altered my perception of the brand. This highlights a ...

Multichannel success depends in large part on having a solid strategy for keeping in contact with your house list. Most marketers know this, but knowing how to develop and execute a plan for ...

Professional certifications are pivotal for customer service and contact center professionals aiming to enhance their expertise, credibility and career prospects. From frontline customer service ...

In the realm of customer interactions, generative AI is swiftly becoming a game changer. Gartner's latest insights reveal that a staggering 42% of generative AI initiatives are focused on transforming ...

SCOTTSDALE, Ariz.--(BUSINESS WIRE)--Nextiva, a leading AI-powered customer experience platform for businesses of all sizes, today announced its participation at this year’s Customer Contact Week (CCW) ...

In this economy, everyone wants to lower costs and provide better service. But no one has the patience or stomach for investing in extensive analyses and full-blown reengineering projects. So what can ...

In an age of instant gratification, consumer savviness has driven companies to become more customer-centric. However, as companies improve their customer experiences, customer expectations will ...