With this solution come a new set of competitors, from the ranks of CRM and e-service. One of the Holy Grails in customer care since the explosion of the internet, and subsequently e-tailing, has been ...

AWS announced that with the latest release of Amazon Connect outbound campaigns, organizations can use Amazon Connect Customer Profile attributes to create outbound campaigns with defined market ...

According to 2018 data, 62% of U.S. customers contacted customer service sometime in the previous month. This is in stark contrast with how businesses and customers want to communicate. Customers ...

In today’s hyper-connected world, passive customer engagement is no longer enough — businesses must proactively deliver timely, relevant value within customers’ existing digital journeys to truly ...

Forbes contributors publish independent expert analyses and insights. Dr. Cheryl Robinson covers areas of leadership, pivoting and careers. When people think of pivoting, it is often limited to their ...

As the economy strengthens and the job market becomes more robust, employees are beginning to have an upper hand in deciding where they want to work. At the same time, employers are going to have to ...

This looming turnover wave signals a critical need for organizations to dig deeper. Beyond traditional perks, it's time to address the emotional and psychological factors driving disengagement.