What does award-winning customer service look like? Empathy, mental health, and call de-escalation techniques are top of mind for service leaders as we celebrate the hardworking agents on the front lines.
Poor email deliverability means your customers won't receive, open, see, or act on your email campaign. Here’s what you can do to boost your sender reputation score and make sure your message gets the clicks.
Getting leaders to consistently use data for decisions is difficult. Instilling a robust data culture across teams is even harder. Here’s how to make it happen.
Celebrated on the first Tuesday after Thanksgiving, Giving Tuesday is an international day of charitable giving. Here’s why it’s as important to your marketing strategy as Black Friday or Cyber Monday.
Consumers are more wary of sharing their personal data. Brands need to be transparent with their data use, and offer their shoppers access to real value and control to win their trust. Here’s how the rules have changed.
There’s a huge price tag to inequity that we’re not discussing. Here’s why we should be using data to relieve its economic impact on us all.
When support call data is processed like any other digital channel, service teams can use automation to make life easier for both customers and agents.
It’s crucial for organizations to think ahead during a crisis. Thought leader Marc Mathieu spells out how thoughtful planning and preparation can poise brands for success.
Brands like Siemens, Lamborghini, Hilton, and Hilti are on the cutting edge of employee experience (EX). These are the teamwork tips they use to make their employees feel nurtured and empowered every day.
A Forbes+Salesforce study of 300 companies finds that employee satisfaction and customer satisfaction must go hand in hand.
