November/December 2020

Magazine Features

SEO Success Is a Moving Target, but Good Content Will Always Be Crucial

To keep up with Google's algorithm updates, marketers should prioritize content quality and understand user intent

For Better Customer Service, Look into the Future

Companies can anticipate and address needs in advance with the right data, technology, and personnel

Whether B2B or B2C, Buyers Are Still Human

Regardless of who's the marketing target, companies can draw on similarities to improve outreach efforts

Front Office

Digital Agility Will Be the Key to Continuity in 2021

The pandemic has shown that just about anything that can be done in person can be done digitally

Reality Check

Customer Experience in the Post-Pandemic World

It's time to move ahead and not wait for things to go back to "normal," because the meaning of normal has changed, and consumers' expectations have been permanently altered.

The Tipping Point

Renegotiating Contracts During COVID Is Good Business

Helping customers weather a crisis can pay off in future loyalty

Connect

Value, Not Volume: The New Bar for Good Marketing

The coming revolution in marketing is not simply a matter of increasing and improving use of digital channels. It rests on a better and better-integrated understanding of customers.

The Last Line

2021: The Year Customer Service Embraces Empathy

Customer service has always had something of an identity crisis. But that could be about to change.

Customer Experience

Emerging Technologies Can Keep Your Digital Hotel Solidly Booked

Virtual gathering places for customers benefit from collaborative and immersive apps like Zoom, virtual reality, and augmented reality.

Voice of the Customer

New to CX? Start with the Xs and Os

Why it makes sense to use the data you already have—operational data

Insight

Contact Center Fraud Sees a COVID-Induced Spike

Forrester report warns against a growing use of IVRs to commit fraud

Dynamic Customer Engagement Is a Business Imperative

Companies increase metrics with proactive customer service outreach

Four Keys to Unified Customer Service Governance

Customer service assets function better when they're centrally managed

How to Choose the Right CRM

When selecting CRM systems, companies need to consider their industry, vertical, and size

Pandemic Highlights Need for Intelligent Routing

Better routing will decrease call waiting and handling times as consumer patience wanes

Required Reading: Modern Marketing Needs Agility

A new, better approach takes its cues from software development

REAL ROI

Fabriik Manages Growth with SAP

SAP's Customer Experience suite helps the financial services company handle rapid growth

Nuance Helps Cabify Manage Growing Customer Requests

The ride-sharing company picks up scale with a virtual assistant

RSVD Scales New Contacts with MountainTop

The event management solutions provider uses B2B data to enter new markets