|Customers Want More of Help Centers
Web sites remain the most popular channel for customers seeking service, with phone apps and social networks rising in popularity. The challenge is providing great service across all channels.
|Mandatory BYOD Is Catching On
The "bring your own device" trend is going from employee privilege to a duty, with 38 percent of companies expecting to stop providing devices to workers by 2016 and half expecting to mandate BYOD by 2017, Gartner says.
|Dig Deeper into Customer Experience
When it comes to customer experience management, some stay in the shallow end while others go deep. But one of the keys to customer loyalty is managing the customer experience.
|Feds Get Creative with Dynamics CRM
Microsoft is serving up another round of Dynamics Customer Excellence Awards to those who have most effectively used technology to help their organizations. In an interesting twist, this year's winners are government agencies.