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Customer experience management (CEM) and customer relationship management (CRM) are not one in the same. While both concepts are crucial elements of ...

What does the local DMV have in common with, let’s say, Apple? Well, they both probably have a lot of the same ...

Have you ever made that big investment for a systems solution to only realize later that it doesn't fix your problem? Many ...

PTP was on hand with Salesforce, Einstein, and other mascots with large heads to explore customer service, patient experience, and omnichannel explosions. ...

I’ve switched internet and TV providers more than once, and I’ve gone back for seconds on at least two of them, but ...

Over the last several years, an increasing number of our clients have asked for advice on how to measure First Contact Resolution  ...

There’s an adage that says, “People buy from people.” While I think this is mostly true – technology and the rise of ...