CRM Archives


Smart Tech Enhances User Experience at Arena

AccorHotels Arena, France's largest concert and sports arena, used advanced networking and communications to become an interactive entertainment venue. Read More >


How Poor-Quality Digital Experiences Hurt Business

Very few companies are delivering a consistent level of high-quality digital experiences for their customers and employees, according to a recent survey from Actual Experience. The accompanying "Digital Experience Quality Report 2016" reveals that the resulting fallout can be severe: customer complaints, churn and loss of revenue from the consumer side, and reduced productivity and increased... Read More >


How Digital Technologies Shape Customer Service

Customer service and support are undergoing a radical transformation. As a slew of digital technologies move into the mainstream—including chat, artificial intelligence (AI), screen sharing and analytics—the opportunities and challenges are greater than ever. Simply put, there's a need to boost efficiency while maintaining a human touch. A new report from Dimension Data, "2016 Global... Read More >


Why Marketing Needs IT to Help It 'Get Personal'

Memo to the IT department: Your marketing executives need to get "up close and personal" with the company's customers, and they're depending on you to help them do it. At least, that's the overriding message conveyed in a recent survey report from the CMO Council. The resulting report, "Predicting Routes to Revenue,'' indicates that many marketers feel that they're not realizing the full revenue... Read More >


Wine Retailer Toasts Superior Customer Support

Total Wine & More, with an online site and 130 stores, adopted a sophisticated approach to customer and help-desk support, and ratings have shot up dramatically. Read More >


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