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Viewpoints

4 Tips for Setting Up AI Solutions for CX Success

Companies looking to capitalize on RPA and chatbots sometimes fail to take customer feedback and expectations into account and optimize the automation they have in place, leading to bot sprawl. Here's how to avoid it.

Top 5 Lead Generation Strategies for 2022

B2B lead generation is not a cakewalk, but these tactics can help capture the attention of leads, bring them to the sales funnel, and convert them to clients.

How CFOs Can Enhance a B2B Brand’s Customer Experience

The typical CFO may feel more removed from the customer experience, but B2B CFOs oversee several customer touchpoints that are essential parts of the overall CX journey.

5 Best Practices for Maximizing Your CRM Capabilities

With the right people in place, you can use data and CRM optimization to create powerful, compelling reports that inform your leadership's strategy and decision-making.

Hungry for Marketing Insights? Forget Cookies and Stock Up on First-Party Data

How can brands ensure their data strategy puts them in good favor with clients? It's time to take a hard look at where and how identity data is sourced to effectively unlock the benefits of first-party data.

Email’s Biggest Value for Marketers? Consumer Identifier

Email addresses are persistent across time and location, structurally unique, and, above all else, an accepted form of digital currency by consumers, advertisers, and publishers.

Digital Marketplaces: How Companies Can Gain New Customers Without Developing New Products

Consumers want more from their relationships with companies. Here's how merchants and manufacturers can quickly and cost-effectively offer new product lines and create endless aisle capabilities.

7 Ways to See Your Business From Your Customers’ Perspective

Successful business leaders want to deeply understand the business—its products, employees, and competitors—and experience it as their customers do.

How Poor Data Quality Leads to Wasted Marketing Dollars

Marketers have become numb to the waste and plow ahead hoping campaigns will yield positive returns. But implementing a unified taxonomy can solve poor data quality and cut down on media buy waste.

Real-Time Signals Real Customer Value: How Marketers Can Implement AI the Right Way

The difference in an AI solution's ability to gauge context in real-time will determine who wins and loses in today's extremely competitive market. With real real-time technology, companies use propensity models to rank and score customer actions to select the next best action for each individual.

Virtual Selling Is Here to Stay: Five Tips for Success

Virtual selling is a whole new style of sales. This realization is prompting chief revenue officers to reframe how they define success and how they support today's seller. To support these efforts, the role of sales technology must also evolve.

How AI-Driven Menu Clustering Can Drive Restaurant Sales

With AI, restaurant and convenience store marketers are turning mountains of loyalty program data into targeted campaigns that engage guests based on their unique behavior. Menu clustering identifies guest behavior from menu engagement and delivers more targeted and ultimately more successful campaigns and promotions.

Brands Must Create Video Campaigns That Stand Out

Despite the sheer volume of video to be found on the internet and social media platforms in particular, visual media tends to resonate most with customers. Separating your video from every other brand's will make or break the success of your campaign.

Stop Empowering Your Agents

Enabling agents to cross-sell and upsell or move to other channels needs the proper guardrails and supporting technologies and processes. (Featured on SmartCustomerService.com.)

Algorithmic Retail: A Formula for Marketers to Connect with Customers

Retailers must extend their frontiers from analytics to artificial intelligence and algorithms, creating a differentiated brand experience and winning the long-term race for customer loyalty.

B2B Marketers Should Borrow These Three B2C Approaches

Because consumer buying behaviors and expectations are shaping B2B sales, B2B marketers should rethink their demand gen methods and use B2C approaches to connect with B2B customers.

Three States Lead the Way in Consumer Privacy Protections

Here's what you need to know about the California, Virginia, and Colorado laws and how to comply with them and others that might be coming. (Featured on SmartCustomerService.com.)

Boosting Brand Affinity with Personalization in the Digital Age

Personalization needs to go beyond the surface level of a product to include the ways in which the company communicates, interacts with, and caters to customers.

Why Your Sales Managers Lack the Coaching Skills to Drive Results

Even though preparing sales leaders requires a multifaceted approach tailored to each individual, most training programs simply focus on the skill of leading.

It’s Time for B2B Suppliers and Buyers to Win Together

B2B organizations need to collaborate with their customers to put value at the center of the customer experience and prove value delivery.