Customer Relationship Management

RESOURCE: Developing an effective chatbot strategy is a complex process that requires some careful planning. In this e-guide, our experts walk you through what you need to know to succeed with chatbots – including best practices for creating chatbot scripts, evaluation metrics to measure performance, and more.

Posted: 01 Apr 2021 | Published: 02 Apr 2021

WHITE PAPER: To ensure project profitability (and ultimately company profitability), your organization must play as a team throughout the lifecycle of each project—something that’s often easier said than done. Download this white paper to explore strategies and tools that can help you implement this level of end-to-end teamwork across your organization.

Posted: 10 Aug 2020 | Published: 10 Aug 2020

WEBCAST: To architect a truly customer-centric transformation, you need to collect and analyze customer feedback to better understand where improvements can be made. Watch this brief video to learn about Alchemer, and how it can help make that process easier—so you can focus on creating the optimal CX.

Posted: 08 Feb 2021 | Premiered: Feb 8, 2021

WEBCAST: Today’s enterprises are increasing technology investments that build an empathetic relationship with customers and create intimacy. Join industry experts Alan Webber, VP Customer Experience at IDC and David Roberts, CEO at Alchemer, as they discuss the importance of empathy in customer experiences, and how to improve your strategy.

Posted: 16 Apr 2021 | Premiered: Apr 16, 2021

EBOOK: Simply adopting a CRM system doesn’t guarantee better customer relationships. The data you put into the system matters. In this e-book, Patricia Anton, founder of Anton Consulting, Inc. discusses how you can bring together data, human processes and technology to create a competitive advantage.

Posted: 07 Apr 2021 | Published: 07 Apr 2021

EBOOK: The next era of business is unfolding right now, and both customers and employees are looking forward to a controlled return to physical locations. In this eBook, you’ll learn the five key experience management practices to help your business reopen successfully.

Posted: 22 Feb 2021 | Published: 22 Feb 2021

PODCAST: In this episode, the lead up to an end-of-year General Election has Brian McKenna, Caroline Donnelly and Clare McDonald discussing politicians launching their own emojis, as well as the abuse many female politicians face online. The team also ponders whether online voting could be on the horizon for the UK.

Posted: 13 Nov 2020 | Premiered: Nov 13, 2020

EBOOK: COVID-19 has had profound impacts on many organizations’ customer experience strategies. In this CX Leader of the Year report, examine how leading customer experience programs and managers have adapted during the pandemic—and what you can learn from them. Download your copy to learn more.

Posted: 10 Mar 2021 | Published: 10 Mar 2021

RESOURCE: Read this short blog post to learn how technologies like AI and CRM solutions can best be used, alongside with human expertise and experience, to create a truly omnichannel experience where others have failed.

Posted: 30 Mar 2021 | Published: 10 Mar 2021

EGUIDE: CRM has a long lineage in enterprise software, starting with salesforce automation in the 1990s, Siebel being a big player back in the mists of time. These days, engaging with customers through every conceivable channel, and doing so by way of the cloud are the novelties of CRM.

Posted: 21 Dec 2020 | Published: 21 Dec 2020