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It’s hard to talk about "conversational commerce"—a concept coined by Uber's Chris Messina to describe the future of messaging apps—without mentioning chatbots. Chatbots are essentially programs pretending to be people that you can interact with through...

Account-based marketing—often abbreviated as ABM or referred to simply as “account marketing”—stands to be a vital business marketing method for the next era of credit union promotion. Account marketing is already making an impression – according to...

Service Provider ICT Infrastructure and Cloud Transformation Introduction Telecommunication service providers have unique challenges and opportunities to transform from network-centric, utility-like business models that limit growth, to new business...

The evolving demands of digital-savvy customers have a deep impact on the contact center. In today’s highly connected society, customers are relying on other people around them to find information to solve issues. They consult online resources, form...

Report Points to a New Imperative of Creating Effortless Customer Engagement In 2016, the customer management services industry saw the rapid growth of game-changing technologies, fueling digital transformation across businesses. In 2017, creating effortless...