CRM

Why Care About Customer Journey Analytics?

June 5, 2020May 2, 2021
Analytics, Customer Experience (CX), Customer Journey Analytics (CIA), Posts, Publications, Strategy

The Omni-Channel Agent Experience

August 2, 2017
Channels [Contact Center], Omni-Channel Contact Center, Posts, Servicing Applications, Technology & Applications

Reality Check: Will Customer Journey Analytics Be the Next CRM?

April 10, 2017
Customer Journey Analytics (CIA), Strategy

Is It Time to Replace Your Complaint Management System?

July 1, 2014
Complaint Management Apps [Contact Center], Contact Center, Customer Relationship Management (CRM), Publications

Redefining CRM – Why one size fits all no longer does

January 3, 2012
Customer Relationship Management (CRM), General [CRM], Publications