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.

Front Office

CRM Must Move Forward, Not Back

Cloud-based technologies enabling agents to work from home were the main structural change brought by COVID.

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.

The Last Line

Digital Humans Are Here to Serve You

Animated avatars for customer service are becoming too good to dismiss.

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.

Gartner Uncovers Gaps in Socially Distanced Selling

Sales organizations must address three main challenges around coaching in a virtual sales era.

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

Evinced Helps Capital One Meet Accessibility Guidelines

The financial giant increases compliance across customer-facing digital properties

Mel Trotter Ministries Feeds More with Virtuous CRM

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