For years now, we analysts have been fed a steady diet of “UCaaS and CCaaS must come together.” Conceptually, it makes sense, as the communications channels are across both product areas are the same, ...

Continuous digital connection has fundamentally transformed the entire customer relationship lifecycle, from sales and marketing through to customer service and renewal. In place of the sporadic sales ...

Value to a vendor can be seen in the form of customer retention, revenue, customer data, and advocacy. Value to customers is in the form of products, efficiencies gained, data, and more. To achieve ...

Customer retention is more than a buzzword—it is a proven driver of sustainable growth and profitability. Sounds like common sense? Think again. Customer churn is on the rise. Yet, while many ...

Underwhelming sales figures and consistently high churn rates are pervasive problems for organizations large and small. Effectively communicating the value of your product or service to each customer ...

In today's rapidly evolving digital landscape, brands face an ever-growing challenge of effectively engaging their customers across multiple platforms and touchpoints. When customers have more options ...

To continue reading this content, please enable JavaScript in your browser settings and refresh this page. Amid today’s challenging economic conditions, all ...

Forbes contributors publish independent expert analyses and insights. I write about jobs, careers, board service and the workplace. Much has been written about customer service through the years, but ...

The fundamental shift in retail toward blended digital commerce has created several hurdles for retailers still clinging to traditional blueprints. At a time when brand interactions bridge both ...

Learn how to clarify and leverage what your business stands for, what it offers, and how it differentiates itself from competitors. Learn how to clarify and leverage what your business stands for, ...