CX Transformation

Hospitality’s Covid challenge For cruise ship and resort operators, whose livelihood depends on the comfort and safety of travelers from all over the world, a pandemic is a worst-case... Read more

Salesforce Leads vs. Contacts—what’s the difference? It’s a topic that yields many questions. We all want Salesforce to help us work more efficiently. With that in mind, many Salesforce... Read more

Whether you’re in the B2C or B2B space, companies of any size need to navigate customers raising support tickets and queries regularly from various channels. This is a process... Read more

In light of recent mass layoffs—namely, Disney theme parks, Carnival Cruise Line and MGM Resorts—one might assume the guest experience should take a backseat to financial imperatives. But in... Read more

In the past decade, DTC brands have shaken up the rules of traditional retail—and to say DTC is continuing to gain momentum is nothing short of a gross understatement.... Read more

The field services industry has seen dramatic changes stemming from technology over the years. The industry is complex, with a mix of full-time staff, part-time employees, and contractors working... Read more

Finding a great relationship with an outside expert will help to ensure your Salesforce products are performing at optimal capacity. But what about the rest of your customer journey?... Read more

In April alone the number of orders placed at home and picked up at store surged 208%. Unlike other contactless trends linked to COVID-19, buy online and pickup curbside... Read more

Years ago, I sat in a conference room on the campus of a global technology company. The distance from one end of the room to the other was so... Read more

During the COVID-19 Pandemic, marketers all over the world were suddenly thrust into the crazy and fast-changing world of crisis management as businesses in virtually every industry were impacted... Read more