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Marketing budgets will go to waste if customers continually drop out of poor user experiences.
Here are four keys to inspiring loyalty in the digital, data-driven, omnichannel era.
The crucial first step: Know your customers, and what they want.
As B2B marketers gain access to advanced tools, analytics and practices, they may hit some barriers along the way. Here's how to avoid them.
Mobile technology and social integration means more channels and more data, helping to fuel these three trends in the coming year.
Create an environment that gives reps the confidence to help customers at any touch point.
Customer complaints and business success are not necessarily mutually exclusive. (Featured on SmartCustomerService.com.)
How companies can leverage a hybrid agent-assisted/self-service approach for better customer experiences. (Featured on SmartCustomerService.com.)
Regardless of how it's used, artificial intelligence will definitely impact customer service. (Featured on SmartCustomerService.com.)
IVAs have much greater potential than IVRs, but vendors still have work to do to move the technology beyond the hype stage. (Featured on SmartCustomerService.com.)
Fully understanding customer interactions through customer journey analytics can keep consumers coming back. (Featured on SmartCustomerService.com.)
How to make the build, buy, or outsource decision. (Featured on SmartCustomerService.com.)
It's time for messaging hierarchies that customers get to choose.
Here's how to make sure you don't miss a beat—and that the changes are for the better.
It's the most wonderful time of the year for your email campaigns.
There might not be a one-size-fits-all solution out there, but that doesn't mean the goal isn't attainable.
To become a 'Digital Utility,' companies must deliver on a rising set of customer choices, expectations, and engagement preferences.
Delivering CX outcomes is not just about sales and conversions. Loyalty and advocacy are now crucial cycles in the journey.
Chatbots can help CRM move from an internally focused information warehouse to an externally driven engagement tool, building relationships based on what is important to both customers and users.
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