Fielding customer-satisfaction surveys is not enough. To better serve their customer base and more effectively acquire new customers, organizations need to delve into the details of individual ...

The Age of Continuous Connection New technologies have made 24/7 customer relationships possible. It’s time to change your business model accordingly. by Nicolaj Siggelkow and Christian Terwiesch ...

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Enterprise technology news and analysisZoom's long-term vision: From conversation to task completion The videoconferencing company knows workers don’t want to be stuck in meetings all the time ...

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