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Everyone knows about leap years (yes, we have another one coming up in 2016). But, did you know that June 30, 2015 will be the longest day in 3 years – and by one extra second, no less! The so-called leap second that will lead to some clocks actually showing 23:59:60 on June 30 before flipping over to...

With a rate of approximately half a billion tweets sent each day and 1.44 billion active Facebook users, social media presents a host of new challenges and opportunities in the realm of customer relationship management (CRM). People are tweeting not only about their customer service needs but also the good, bad and ugly of the experience that they receive...

“You‘ve got to start with the customer experience and work back toward the technology - not the other way around” - Steve Jobs Before I start, I must admit that up until recently, I wasn't an Apple fan. However, since I have been fiddling around with various types of Android devices (from smartphone to smartwatches) for the last couple of years, I feel that I'm in a good position to vouch for “the Apple customer experience”.

Successful customer journey mapping can be daunting. Forrester Research is here to help, with this easy-to-watch Q&A video, Joana Van Den Brink-Quintanihla, Senior Analyst for Forrester Research explores the benefits of visualising and mapping individual journeys; breaking it down into bite-sized chunks that will help both new and experienced CX representatives map their customer journeys.

​Last week, more than 300 of our customers, business partners, members of the media and leading industry figures joined us for our annual Interactions conference in London. This year the theme for the event was all about helping organisations to create perfect experiences, improve business results, ensure compliance and fight financial crime.

The application of a Workforce Management (WFM) program within a call center can be defined as achieving and maintaining operational efficiency. This is done by ensuring that the right agents with the right skill sets are staffed at the right time. Doing so can result in lower operational costs, reduced churn and a better customer experience. The...

​With the advent of social media platforms and technology, the role of CMO is getting harder and harder. Our CMO Perspectives highlights some of the best articles and blog posts on the web, to help make your job easier. This week we try to inspire you with 9 great quotes from industry leaders on why customer love matters. We also feature Brian Solis in an interview with Sylvia Ng, VP of Growth and Analytics at Scribble Live, on his top 5 tips for customer-based marketing. Enjoy!