Artificial intelligence (AI) is no longer a business experiment. It has progressed to become an integral part of enterprise strategy at companies large and small. […]
State of IT
For the third edition of our State of IT report, Salesforce surveyed over 4,000 IT decision-makers worldwide to discover: Shifting priorities and success metrics in […]
The Manufacturer’s Guide Transform the Service Experience
Mapping your service transformation journey For decades, manufacturers have competed largely on the strength of their products. But today, it is difficult to differentiate on […]
Healthcare and Life Sciences Insights
Economic uncertainty, rising consumer expectations, and the desire to do more with less is driving healthcare and life sciences (HLS) leaders to invest in digital […]
Four evaluation essentials for reinventing your customer service in the cloud
Why is cloud contact center technology becoming mission-critical? It has long been standard practice for businesses to operate contact centers, allowing customers to ask questions […]
Enable Contact Center Agents to Work from Wherever They Need to Be
Build a contact center that adapts to changing business conditions A greater focus on customer experience is driving businesses into a new era for contact […]
The CallMiner Churn Index 2020
Two years ago, we commissioned a survey to find out why US consumers leave providers. What we uncovered was a switching epidemic –with call centers […]
The future of AI in the contact center
As organizations mature in their AI journeys, contact centers are more effectively adopting automation to empower agents to deliver faster, more accurate, and more efficient […]
The New Service Imperative: Empathetic Service at Scale
The past few years have witnessed a drastic shift in the way customers and brands engage with each other. Customers want to engage with companies […]
Revolutionizing Customer Service in Manufacturing
Customer Service Is Revolutionizing Manufacturing Customer service is rapidly changing because customers are changing. They’re more empowered and connected than ever — and this shift […]
The State Of CRM In Asia Pacific
Good customer experience (CX) directly impacts a business’s bottom line: For every 1-point gain in Forrester’s 100-point CX Index, businesses experience 1.3% higher retention, 1% […]
8 Sales Productivity Pitfalls
Sales team spends too much time in tools. Sales teams use an average of 10 tools —from reporting to contact management to forecasting — according […]