Customer Mgmt & Operations

Whether you're in marketing, customer service or sales, you too can reap the many benefits of chatbots. Learn more in this infographic.

The most pressing issue in customer service and the customer experience today isn't chatbots or automation. It's talent management: the recruiting, selection, and nurturing of the employees who make the difference to the actual customers who pay a company’s actual bills.

These days, digital channel proliferation is making it more complex than ever to connect with and satisfy customers, whose own expectations of service are growing rapidly. Maintaining a coherent digital experience appears to be an essential element of the solution.

Customers are benefiting in turn.

To excel with customers, frontline employees need high-level service from core support functions. Société Générale’s group head of corporate resources and innovation explains how to achieve such symmetry.

The financial services industry faces a series of strong trends requiring a shift in focus. These changes are led by the mobile revolution and the accompan

Customers are ready for chatbots, and the technology is here to take advantage of chatbot’s potential and forever change how brands engage with customers. Chatbot technology is constantly improving, and it can be applied to a number of industries and has had success in just about every space.

This is a comprehensive overview of the marketing metrics and analytics needed to determine the effectiveness of your content, and how it affects revenue.

How customers perceive and experience your business – how it feels to them and what it means to them–is never as simple as customer experience designers would like it to be, because customers bring their own pre-existing humanity to the equation.

Want to excel in lead generation? Here’s a piece of advice, put traditional lead generation techniques on the backseat. There’s a new lead generation

The CIO’s role, especially when it comes to customer experience, is incredibly important. With a strong understanding of customers and the effects of technology, a CIO can create innovative solutions and a great environment for customers.