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Mila D'Antonio | March 21, 2016
This weekend's NCAA Men's Division I Basketball Championship games resulted in improbable upsets and jaw-dropping plays. Whether it's Gonzaga's win or Michigan State's loss, March Madness ended with a lot of surprises. Many of your employees are checking their brackets this morning and either celebrating their wins or licking their wounds. Read more »
Mila D'Antonio | March 18, 2016
Today's businesses find that happy employees are productive employees. All that happiness and productivity leads to satisfied customers too. Read more »
Judith Aquino | March 17, 2016
These days, people are as likely to find a date on a matchmaking site as they are to find a deal. As the stigma against online dating is fades, brands are seizing on an opportunity to court consumers across matchmaking apps and websites. Read more »
Tom Hoffman | March 15, 2016
Last week at Enterprise Connect, one of the most talked-about topics was video, especially as it can be used by customer care agents to communicate with customers. Depending on how companies go about deploying video communication technologies, some of the challenges that have impeded adoption is the high amount of bandwidth consumed by video as well as cost constraints. But thanks to the emergence of WebRTC, Skype for Business, and other developments, these barriers aren't nearly as formidable as they'd Read more »
Mila D'Antonio | March 14, 2016
Omichannel has been the buzzword in the marketing world for quite some time, as companies have sought myriad ways to connect their channels and data in seamless ways across their enterprises. But following announcements of recent store closures and post-holiday sales data that suggest more consumers chose to shop online than in physical stores, retailers must get serious about their omnichannel initiatives fast. Read more »
Mila D'Antonio | March 11, 2016
Today's consumers are constantly connected to the Internet, with millions of people doing more and more from their smartphones. These mobile users increasingly expect seamless communications with companies from their devices. Read more »
Judith Aquino | March 10, 2016
It's not a surprise that patients demand the same level of convenience and prompt service that they would receive from other businesses. Nearly three out of four (73 percent) of consumers believe that valuing their time is the most important thing a company can do to provide them with good customer service, reports Forrester Research. Read more »
Tom Hoffman | March 8, 2016
This week, I'll be attending Enterprise Connect in Orlando where I expect to have a lot of discussions with people about communications trends involving the contact center and customers. Based on the content in the meeting invites I've received, I also expect a lot of chatter about WebRTC, Unified Communications, and the expanding use of video to strengthen the customer experience. While each of these represent important developments for connecting with today's omnichannel customer, consumer sentiment suggests that many companies Read more »
Mila D'Antonio | March 7, 2016
These days the news of retailers closing stores is becoming as common and uncomfortable as a Trump insult, a baffling Kanye Tweet, or a Kardashian photo opp. They seem to happen every time we turn on the TV or open a Web page but there's no way to stop them. Read more »

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