Editor's Picks
Thought Leadership Articles
How to Build Momentum with B2B Buyer-Driven Experiences
The mandate for B2B marketers is to successfully deliver buyer-driven experiences (BDXs) as self-service encounters. If the experiences you're providing are not -- or...
Your Contact Center Monitoring and Coaching May Be Doing More Harm Than Good
Discard the illusion of fairness and actionability of the "random sample of 10 cases!"
When I interview contact center supervisors and managers to explore their...
The Coming Tsunami of Need — Knowledge Management for Artificial Intelligence
Knowledge management has had a bad rap. For the past few decades, it has gone through cycles of popularity after being introduced in the...
Sales, Marketing, and Customer Success — Three Revenue Teams, One Customer Experience
Sales, Marketing, and Customer Success teams each have their own personality and culture. Differences between these three revenue teams can be a strength or...
Think Tank Discussions
Don’t leave that seat empty
There’s an old anecdote that certain customer-centric companies are “so dedicated” to their customers that they leave an empty chair at the table in the meeting room. What a waste of a seat!
NielsenIQ launches retail media solution to monetize assets and measure ROI for retailers
NielsenIQ Activate allows retailers to leverage their own data to accelerate new revenue streams