Webrooming Takes the Sting Out of Showrooming

Showrooming, the bane of retailers, is the consumer practice of visiting a brick-and-mortar store to test out merchandise -- say a new TV or electronic gadget -- and then buying the same model...
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Technology Can Help Humans Sound Human

Is it too much to ask a customer service rep to sound human and, more importantly, to treat the person on the other end of the line as a fellow human? It may sound like a simple request, but too often...
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Cortana Goes to Work for Microsoft Dynamics CRM Users

Microsoft on Tuesday announced a slew of new features and functionality for Microsoft Dynamics CRM, including the addition of Cortana, Microsoft's intelligent personal assistant. The company also...
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Join Forbes and Oracle for CX Service Journey Mapping Workshops this December in a City Near You

Are you passionate about customer service? Do you fall asleep at night brainstorming ways to better engage customers, empower agents, and adapt quickly to market changes? Then we have just the event...
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The Danger of Believing in a 360-Degree Customer View

When you’re at sea, you take navigation very seriously. The 360-degree arc of the compass is the tool by which you take a bearing and understand where you are going, especially when you’re...
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Starwood’s Keyless Entry Streamlines Hotel Check-In

Starwood Hotels and Resorts Worldwide -- which owns and manages a number of high-end hotel brands including the St. Regis, The Luxury Collection, W, Westin, Le Méridien, Sheraton, Four Points...
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Pegasystems Glides Through Social, Mobile Channels

Pegasystems has unveiled a major upgrade to its customer service application, offering new functionality both for consumers and customer service reps. Pegasystems seeded the mobile version of Pega...
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A Customer Experience Secret Weapon

There aren't many areas in business where processes used to save money and maximize deal sizes also result in a better customer experience. The exact opposite is usually the case -- the drive to...
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Apple Pay May Leave CurrentC in the Dust

Apple's debut of Apple Pay has been more than a little bumpy, and the company may be in for some additional negative press about its competitive position before the dust settles. However, there...
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Video Webcast: Forbes Insights Executive Survey: What 300+ VPs Say about Modernizing Customer Service on Nov. 13 11 am PT / 2 pm ET

Want to be the first to know how you measure up against other customer service executives? Need to know the moves they are making so you can stay ahead?Then join us for this video webcast on November 13...
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