We asked analysts and industry leaders what customer engagement trends they thought were key for 2017...

In today's market, customers control the buying journey – a trend that has accelerated with the increased...

Your customers have a strong opinion of what makes a company customer-centric. Customer service organizations...

Retailers are rethinking their eCommerce engagement strategy to respond to customers' new shopping behaviors....

As marketers, we always have too much to do and too little time. The Insight50 series is designed to...

Electronic signatures have gone mainstream. Research for this report found that the technology is now...

Field service management teams want to keep costs down, while improving their customer service relationships. This...

Business-to-business (B2B) manufacturers today are facing greater demand for frictionless buying experiences....

In the fast-moving digital world, even experts have a hard time assessing new ideas. Case in point: At...

As marketers, we always have too much to do and too little time. The Insight50 series is designed to...

Organizations like Microsoft, Amazon, and Google are turning to experimentation to relentlessly pursue...

Now is the time to take your digital transformation in a new, more effective direction. At ServiceNow,...

Technology enables companies to carry out a vast array of marketing-related tasks more efficiently than...

Customers expect more from brands when it comes to convenience, resolution times, and agent expertise....