Why Care About Customer Journey Analytics?June 5, 2020May 2, 2021Analytics, Customer Experience (CX), Customer Journey Analytics (CIA), Posts, Publications, Strategy
The Omni-Channel Agent ExperienceAugust 2, 2017Channels [Contact Center], Omni-Channel Contact Center, Posts, Servicing Applications, Technology & Applications
Reality Check: Will Customer Journey Analytics Be the Next CRM?April 10, 2017Customer Journey Analytics (CIA), Strategy
Is It Time to Replace Your Complaint Management System?July 1, 2014Complaint Management Apps [Contact Center], Contact Center, Customer Relationship Management (CRM), Publications
Redefining CRM – Why one size fits all no longer does January 3, 2012Customer Relationship Management (CRM), General [CRM], Publications