April 2021

Magazine Features

Contact Center Infrastructure: It's Time to Assess Your Tools and Technology

Weigh your capabilities, identify weaknesses, and implement multichannel solutions that keep pace with industry standards and consumer expectations.

Shining a Light on the Dark Funnel

Marketing and sales professionals can't keep looking at customer journeys as linear.

Marketing Is Turning to AI for Customer Acquisition

Artificial intelligence and machine learning are not new, but marketing have begun using the technologies to identify and target new business.

Reality Check

Contact Centers’ Digital Transformation Has Only Begun

The process was hastened by the pandemic, but with COVID's end hopefully in sight, businesses need to rethink the service experience.

Customer Experience

CRM’s Digital Executives Take a Front Seat Post-Pandemic

It's all hands on deck as successful companies shift to a digital C suite.

Voice of the Customer

Four Lessons for Designing Exceptional Customer Journeys

Journeys that are just okay won't lead to more buzz and more business.

Small Biz Buzz

Subscription Models Equaled Strong CRM in Our Pandemic Year

Tighter bonds with customers helped subscription-based businesses weather the storm.

Insight

B2B Marketplaces Offer Opportunities for Marketers

Businesses have embraced the digital marketplace much like consumers have.

Required Reading: Augmented Intelligence Is the New AI

Collaboration between humans and machines is the way of the future.

Third-Party Messaging Offers Customer Service Opportunities

Businesses can meet consumers where they are by adding messaging apps to their channel mix.

Virginia Passes Privacy Legislation

REAL ROI

Mel Trotter Ministries Feeds More with Virtuous CRM

The charity improves donor relations with Virtuous' platform for nonprofits.