Archive: Customer service management

Read more on: CRM and customer experience
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Driving value by smart resource allocation

As businesses consider how their preferred business model can respond to changes in customer perception, we look at how alternative approaches drive value. The subscription model comes under the microscope.

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CXM - looking back and forward to 2017

Why have customer experience platforms raised as many problems as they've solved? Why does personalization at scale remain elusive? How will AI impact personalization efforts? Barb Mosher Zinck explores as she looks back and ahead at CXM. Some of the smartest folks in the industry chimed in.