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The Business Impact Of Customer Experience
Business process professionals supporting customer-facing processes are often challenged to make the business case to their executive leaders that investing to improve the customer experience is a...
Case Studies In CRM Next Best Action
Many business process pros have implemented next-best-action technologies to improve customer retention, boost upsell and cross-sell, and enhance customer experiences. Best practices for customer...

Banking IT In 2023 Becomes Banking IT Today As Well As Banking IT In 2026
Application development and delivery teams in financial services must design and select future-proof, forward-looking business applications capable of coping with future business scenarios. To...

An Empowered Report: Part 2
A customer relationship management (CRM) highly empowered and resourceful operative (HERO) is anyone who takes the initiative to apply technologies creatively within business processes to make the...