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CRM Magazine: January 2017
Magazine Features
All eyes will be on automation as the lines between humans and machines (and sales, service, and marketing) continue to blur. What else lies ahead?
Marketers need to meet consumers on the platforms they're already using and connect the dots between them
How do you transform a contact center operation, ramping up from 25 agents to 120, in a short amount of time? • A Q&A with Jonathan Nall, director of guest services at Wind Creek Hospitality
 
Front Office
While data science has tremendous potential to uncover business insights, it is still a new field of endeavor with very few skilled practitioners
 
Reality Check
 
The Tipping Point
As disruptive growth becomes a bigger priority, companies have to determine who will be in charge of it
 
Scouting Report
The contact center market is finally ready for virtual bots, and not a moment too soon for self-service
 
Pint of View
Specialists are important, even when roles overlap
 
Customer Experience
The key, as always, is data—and how you use it
 
Small Biz Buzz
 
Insight
Research suggests that more than 30 percent of chief marketing officers could soon be out of work
With customer community pages, companies must demonstrate an ongoing commitment
Personalized product offerings and services translate to higher sales, but companies are still in the early stages, according to Accenture
BIA/Kelsey predicts growth, especially for online and digital advertising revenue
Like it or not, marketing leaders must prove their value
 
REAL ROI
The clean-power agency takes on more leads with ContactWorld for Sales
Although competing in a crowded market, the streaming and video services provider was able to significantly increase its subscriber base
The water and electricity supplier uses the vendor's virtual assistants to keep its contact centers from overheating
 

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