Why You Can't Automate Customer Experience

Today's world is filled with automated technology to make everyday tasks simpler to manage. Bills are automated so you don't run the risk of missing payments. Facebook automatically reminds you it's your friend's birthday so you don't forget and drop the ball on making a celebratory cake....Read More >>>



Survival of the Fittest: How to Help Your Apps Survive in the Wild
In many ways, when companies release customer-facing applications it's like releasing a gazelle bred in captivity into the wild Serengeti. - 12/14/2015

How to Finance a Call Center
Financing a call center in growth mode is a tricky business. That's because when your call center is growing, you focus on all aspects of the business: making payroll, building out space, investing in people and new technologies, and training staff. - 12/14/2015


Call Recording
Advances in technology are making it possible to more easily capture and leverage voice interactions to meet regulatory requirements, and to get a better understanding of our employees, our customers, and our businesses. - 12/14/2015


Mexia Helps More Efficiently Engage with and Direct People and Resources
Large numbers of people pass through airports and malls around the world each day, and the organizations that manage and exist within these locations want to know where these individuals are when - both to allow for better flow-through and to create new revenue-generation possibilities. - 12/14/2015

Three Marketing Benefits of Centralized Customer Data & Hybrid Email Marketing
How much insight do you have into the entire customer journey, from first touch to ongoing communication with loyal customers? Today's consumers expect personalized, relevant, and immediate messaging, which means that marketers need direct access to the freshest data from all touch points to create seamless integration. However, silos of customer data stored by various solutions have made it difficult for marketers to have a unified view of their customers. - 12/14/2015

Connecting with a Digital Strategy
The adoption of smartphones, tablets, and other mobile communications devices has changed the way that providers of products and services engage with their customers. There's little doubt that mobile engagement should now be at the top of the list for most organizations interested in maintaining a fruitful relationship with customers. - 12/14/2015

CEO Spotlight

ZOOM's Vostry: Attitude Is Everything
Simon Vostry, the founder and CEO of ZOOM International, is a man who never gives up. He got his hands on his first computer as a kid and has been working diligently in software ever since. In the interview that follows, Vostry talks about his formative years, his approach to management, why he doesn't like the term workforce optimization, how ZOOM provides customers with actionable insight, and his thoughts on what's next for the company and the customer experience space at large. - 12/14/2015


How to Implement a Digital Strategy
It's been said that we're in the age of the customer - what Forrester Research defines as a 20-year business cycle in which the most successful enterprises will reinvent themselves to systematically understand and serve increasingly powerful customers. - 12/14/2015

Editorial Series

Gamification Can Help Employees Find New Meaning in Work And Can Drive Productivity in the Process
Finding meaning in life and interacting with others are two keys to a happy and healthy existence both at home and at work. This is a message best-selling author and speaker Shawn Achor communicated in a recent HBO State of Play program. It would also seem to apply to the use of gamification to better engage employees and, in the process, improve workplace productivity. - 12/14/2015

Strategic Solution Series

How to Achieve Fewer Assisted Contacts and Improve Customer Satisfaction
How do executives deliver cost reduction through higher self-service containment while also delivering improved customer satisfaction? - 12/14/2015


CUSTOMER, TMC Reveal 2015 CUSTOMER Experience Excellence Award Winners
Customer experience remained in the spotlight in 2015, and a bevy of solutions suppliers on this front advanced and expanded their solutions in this realm. Here's a sampling of some of the best and brightest, which CUSTOMER magazine and its parent company TMC have recognized with 2015 CUSTOMER Experience Excellence Awards. - 12/14/2015