Expert Advice

With the sharing economy becoming more saturated with products and services, how do companies differentiate themselves from their competitors? The answer: customer service. By 2020, customers will give more weight to customer service than to the price or product itself.

Spring may be my favorite time of year. The snow is melting, the sun is shining, and the air smells just a little bit fresher. It's as though the world is setting an example for the rest of us, letting us know that it's time to start fresh. It's time for spring cleaning -- and in the security world,...

Data is one of the biggest advantages e-commerce brands have over their brick-and-mortar counterparts. Brands that sell products online can glean insights not only from sales figures, but also from impressions, click-through rates, bounce rates, and numerous other data points.

Digital transformation is all the rage right now, and technology companies are working hard to promote it. You can hardly take an action online or go to a conference without being bombarded by digital transformation messages from every angle. Some companies are even using it to sell items only dista...

Long an obsession of science fiction writers, "artificial intelligence" in the modern era of fast-paced technological innovation is a term that is as ubiquitous as it is nebulous. For the payments technology industry, however, the term describes advanced analytical technology that has an outsized po...

For B2B sellers, keeping pace with customer expectations is anything but easy. Accustomed to the simplicity and convenience that has become common across B2C transactions, buyers expect more from B2B sellers than ever before. Make the most of a growing B2B e-commerce market by considering the unique...

Merchants have a vested interest in streamlining the customer experience and minimizing friction wherever possible in the purchasing process. There are downsides to this premise, though.

As the world has become increasingly digital, the retail industry has gone through tremendous transformation. To survive in the competitive landscape and keep up with evolving customer preferences, merchants have had to adapt and learn how to deliver the seamless omnichannel experience that shoppers...

As the B2B buyer continues to evolve, B2B sellers have more solutions than ever in their technology stacks. From CRM, sales content and asset management, to sales enablement, LMS and more, these technologies have been adopted in order to stay ahead of the changing behavior of prospects. However, whi...

It's time to get strategic about winning over Gen Y. Members of the millennial generation, or Generation Y, were born roughly between 1980 and 2000. They're the largest age cohort in human history, making up about 25 percent of the entire global population. When they're mentioned in headlines, howev...

This article examines some advances being made in contact center operations — now and in the foreseeable future. These advances improve customer satisfaction and enhance agents' productivity and job satisfaction.

You'd be hard pressed to find a tactic more capable of winning and losing customers than personalization. In the past, bad personalization has cost businesses three-quarters of a trillion dollars. In the future, Gartner claims smart personalization will enable businesses to boost their profits by up...

Retail is facing battles on all fronts. Up against Amazon's streamlined operations on one side, and a higher demand for flawless customer service and experience on the other, it's either think or sink for many. However, AI has thrown some early adopters a lifeline. As Amazon has proven with its stra...

Today, big data and AI compose the noticeably inflexible profile of modern CRM systems. This has led to a massive explosion in automated buyer behavior analytics. While these tools are assets, some people seem uncomfortable with them and may perceive them as intrusive.