April 2021
Magazine Features
Contact Center Infrastructure: It's Time to Assess Your Tools and Technology
Erik J. Martin //
30 Mar 2021
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
Linda Pophal //
30 Mar 2021
Marketing and sales professionals can't keep looking at customer journeys as linear.
Marketing Is Turning to AI for Customer Acquisition
Phillip Britt //
30 Mar 2021
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
Donna Fluss //
30 Mar 2021
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
R "Ray" Wang //
30 Mar 2021
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
Patrick Gibbons //
30 Mar 2021
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
Brent Leary //
30 Mar 2021
Tighter bonds with customers helped subscription-based businesses weather the storm.
Insight
B2B Marketplaces Offer Opportunities for Marketers
Phillip Britt //
06 Apr 2021
Businesses have embraced the digital marketplace much like consumers have.
Required Reading: Augmented Intelligence Is the New AI
Leonard Klie //
30 Mar 2021
Collaboration between humans and machines is the way of the future.
Third-Party Messaging Offers Customer Service Opportunities
Phillip Britt //
30 Mar 2021
Businesses can meet consumers where they are by adding messaging apps to their channel mix.
Virginia Passes Privacy Legislation
Leonard Klie //
30 Mar 2021
REAL ROI
Mel Trotter Ministries Feeds More with Virtuous CRM
Phillip Britt //
30 Mar 2021
The charity improves donor relations with Virtuous' platform for nonprofits.