In an era where customer expectations evolve faster than the systems designed to understand them, organisations find ...

Forbes contributors publish independent expert analyses and insights. Dan Gingiss covers news impacting your customers and employees. Customer trust is the foundation of almost any business ...

The personalized customer experience that came naturally to shopkeepers of the past is generally missing in today’s rapidly changing consumer landscape. Now, delivering that same level of connection ...

This week, Epiphany will unveil an updated CRM suite that will blend heretofore standalone marketing, sales, and service modules. The goal is to offer sales or service agents a full view of customer ...

How do you manage and utilise the customer data that companies are overflowing with today? This is where customer data platforms (CDPs) come to the rescue. They say (figuratively speaking): “Let me ...

This article is the third in an editorial series with a goal of directing line of business leaders in conjunction with enterprise technologists with a focus on opportunities for retailers and how Dell ...

It’s not just up to your sales or service teams to give good customer service; every employee plays a role. Learn how to build a customer-centric culture that exceeds customer expectations and sets ...

We need to empower customer service staff to actively think and provide them with the tools and opportunities to act on their real-world observations and insights. By applying the simple hack of ...