On October 14, 2012 we witnessed a research mission to the edge of space that was breathtaking for its scope and shocking for the fact that it was orchestrated by a private corporation. The Red Bull Stratos experiment broke scientific barriers, rekindled…

When you think of top automotive brands, what comes to mind? Probably car names like BMW, Ford, and Jeep. Maybe Toyota, Lexus, and Honda. What might not pop up is Falken Tire. After all, a tire brand couldn’t compete with luxury car manufacturers from ar…

While you can do your best to prevent a brand crisis, no company is completely immune to all the things that can go wrong. At any given time, you could be facing labor and employment issues; corporate restructuring and bankruptcy; leadership changes; dat…

Picture this: You’re sitting at your office desk. You see something out of the corner of your eye. You turn to look out your window and are confronted by a floating, headless mannequin wearing a suit. Once you realize you’re not dreaming, what do you do?…

When I first began advising businesses some years ago, I noticed what I thought was a “data gap.” Marketing, sales, customer success, and product teams were not aligned, and they definitely weren’t sharing data across the customer lifecycle to make decis…

Businesses can be left chasing their tails when it comes to trying to satisfy their customers. They look closely at their products and services and scratch their heads on how to make them as customer-friendly as possible. They might consider their custom…

The importance of robust crisis management is nothing new: businesses have always faced unexpected issues and how well they adapt has determined their ongoing success. COVID-19 hasn’t changed that. Now more than ever, fast and decisive action is vital to…

Use these 3 sections for effective, efficient and supportive remote meetings. With practically all meetings now taking place online it’s critical to have proper agendas. This article describes a simple, 3-section format you can use to establish a safe, r…

During times of crisis, such as COVID-19, there are 10 digital and self-service tactics customer service and support leaders can implement to quickly lower operating costs, improve effectiveness and reduce contact volume and expenses, according to Gartne…

Once a software platform becomes a critical system to your everyday operations, making crucial updates to that system becomes riskier. Application Lifecycle Management (ALM) is essential to mitigate risk while making necessary updates throughout the appl…

More than ever, digitally-savvy customers expect personalized and omni channel customer service. Sprinklr applies smart, AI-driven technologies to help care agents provide more sprinklr service for the modern customer. Check out the infographic below to…

With billions of people following stay-at-home orders globally during the COVID-19 pandemic, consumer behavior has changed dramatically, and the products, services, and brands that may have once been taken for granted have now become critical components …