When a complex need arises, customers expect to be connected to a well-prepared agent who can quickly resolve the situation. That fix must be applied in a way that leaves both the customer and agent feeling great about the outcome. Fortunately, the technologies now exist that allow contact centers to deliver superior service levels that scale on every channel, noted Chris Bauserman, vice president at NICE CXone...
If you follow a market long enough and if it's a successful marketplace, you notice that some of the companies in it go through a succession of moves; first in new products and then in finance. The confusion comes when a company like Oracle lives through multiple up and down cycles. When you look at...
Are you looking for a way to reinvent the traditional vendor marketplace? Consider adding composable commerce to your bag of tricks. This marketing approach enables businesses to bring to their brands a distinct method to continuously optimize their customers' experiences
Remote work appears to be here to stay. More than 25 million work-from-home jobs could be created in non-technology industries in the coming years, according to a report from Upwork. Professional services are involved in essentially every part of the economy, which means that there is widespread pot...
Monitoring and maintaining your data is an ongoing, strategic process. By educating your CRM users -- and making their data entry process as easy as possible -- you can ensure that better-quality data will be entering the system. Here's how you can give your company a true advantage -- and empower e...
Global sales of electric vehicles in 2020 surged despite a drop in overall sales of passenger cars, according to a report from Canalys. Sales of EVs jumped 39 percent globally, reaching 3.1 million units, while sales of passenger vehicles fell 14 percent. Europe was a prime driver of EV sales last y...
Oracle learned a lot from its customers and plowed its findings back into its core product just as others were getting restless and seeking alternatives. Oracle is now calling its product a "converged database" to help with differentiation by highlighting that many businesses don't often only focus ...
SugarCRM last month announced its acquisition of AI-as-a-Service provider Node. This marks the fourth acquisition by SugarCRM since the company's investment by Accel-KKR in August 2018. CRM Buyer discussed the current state of CRM platforms with SugarCRM CEO Craig Charlton, and how artificial intell...
Amazon is huddling with the largest mall owner in the United States to turn anchor stores into fulfillment centers, and possibly retail outlets. The deal with Simons Property Group would give Amazon access to space formerly occupied by Sears and J.C. Penney, both of which have filed for bankruptcy
Two things are happening simultaneously: The RSA Security Conference is in full swing and so is COVID-19. It's a strange juxtaposition. The conference is going on undeterred just a few blocks from where the mayor declared a state of emergency due to the ongoing spread of the virus. There's also topi...
With the introduction of the CCPA this year and GDPR in 2018, the age of data privacy has begun, bringing the opportunity for businesses to harness it to gain competitive advantage. There are both challenges and opportunities for businesses that aim to deliver superior customer experiences while adh...
The business-to-business buyer's journey is often difficult and long. The typical buying group for a complex B2B solution involves six to 10 decision makers, each of them bringing information they independently gathered to share with the group before making a decision. This information often opens t...
If 2019 was the year we identified the most acute challenges facing various industries -- in the form of macroeconomic trends as well as industry-specific factors -- 2020 will be the year we confront those issues. For most companies, this looks like addressing a skills gap that grows at the same rat...
In order to deliver superior customer experience, companies should combine human talent with technology, including much-needed digital expertise, to turn their current revenue and growth strategies into customer satisfaction. The companies that truly succeed engage their customers and strengthen the...
Now is the time when growth-minded organizations and their sales leaders begin to evaluate this year while looking ahead to the next. It's a time to identify opportunities for improvement, anticipate industry changes, and solidify a sales strategy that will align with the evolving expectations of B2...
Good - It's entertaining and makes sporting events more interesting.
Bad - It increases the risk of gambling addiction and financial loss.
Neutral - The benefits and drawbacks are equally significant.
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https://www.crmbuyer.com/story/cx-center-stage-at-oracle-cloudworld-177115.html
CX Center Stage at Oracle CloudWorld
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https://www.crmbuyer.com/story/new-sweetwater-ceo-amplifies-vision-for-music-retail-177794.html
New Sweetwater CEO Amplifies Vision for Music Retail
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https://www.crmbuyer.com/story/is-generative-ai-the-next-big-cx-thing-despite-its-risks-177049.html
Is Generative AI the Next Big CX Thing Despite Its Risks?
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https://www.crmbuyer.com/story/customer-analytics-now-a-pivotal-piece-of-the-retail-sales-puzzle-177486.html
Customer Analytics Now a Pivotal Piece of the Retail Sales Puzzle
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https://www.crmbuyer.com/story/marketers-texting-schedule-can-make-or-break-consumer-engagement-177813.html
Marketers’ Texting Schedule Can Make or Break Consumer Engagement
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https://www.crmbuyer.com/story/subscription-sales-spur-superior-selling-177636.html
Subscription Sales Spur Superior Selling
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https://www.crmbuyer.com/story/customer-commerce-offers-smbs-an-e-commerce-path-to-better-cx-177820.html
Customer Commerce Offers SMBs an E-Commerce Path to Better CX
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https://www.crmbuyer.com/story/the-price-retailers-pay-for-flawed-product-information-177772.html
The Price Retailers Pay for Flawed Product Information
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https://www.crmbuyer.com/story/ai-is-already-at-a-tipping-point-177117.html
AI Is Already at a Tipping Point
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