Salesforce's telephony partners can now implement external routing directly in Salesforce Omni-Channel. In the Summer 2017 release customers can request to have this feature enabled, and have their ...

To chart the best course to success in 2024, businesses must be savvy to the evolving landscapes that influence how we define excellent customer service. These include both established and emerging ...

In retail — as in so many industries — omni-channel is a baseline customer expectation. Once cutting-edge, now being able to offer consistent, personalized service across in-store, online and mobile ...

We meet with Jay Fowdar, VP of customer success at Samba TV, in this interview to discuss ongoing challenges in omni-channel planning. Jay also shares insights into how first-party data that leverages ...

Best Buy Co., Inc. BBY has been making stupendous efforts ever since the outbreak of the COVID-19 pandemic. The company’s extraordinary digital efforts to cater to consumer demand amid the jittery ...

To be a marketer in 2023 is to grapple with a plethora of constant and seemingly contradictory truths — time spent online continues to rise, but brick-and-mortar is forecasted to bounce back. The ...