May 2021

Magazine Features

Engagement Hubs Put Customers at the Center

CEH technology emerges to connect multiple customer-facing systems.

The Key to Keeping CRM in Sync

Which departments should be aligned, and which technologies can bring them all together?

Marketers Move to Chart Journeys in Real Time

Speed becomes an essential element of customer journey analytics.

Front Office

Who Really Wins When Business and Politics Collide?

In today's hyper-divided political climate, coming down on one side or the other is sure to ruffle feathers.

Reality Check

Digital Sales Transformation: How Done Is Done?

COVID changed everything, but the change isn't over yet.

The Tipping Point

CRM’s Impact During, and After, the Pandemic

Smart implementations really demonstrated their worth

Scouting Report

Workforce Optimization Solutions Help Companies Through the Pandemic and Beyond

As digital transformation became a necessity, so did new and improved WFO

The Last Line

Will Uberization Ruin Contact Centers?

A community-based gig economy model is giving way to a more utilitarian model.

Customer Experience

B2B Brand Leaders Are Optimistic for a 2021 Pandemic Recovery

We may be approaching the beginning of the end. This is good news for customers.

Insight

Americans Lack Digital Privacy Knowledge

Most people do not fully read privacy agreements, a study finds.

Chat Adds to Retail Success

Consumers patronize companies that offer chat on their websites.

Marketers Need to Consider Post-Pandemic Behaviors

Some consumers will be ready for face-to-face contact, but other consumer behaviors that developed during the pandemic will endure.

Marketers Who Respect Contextual Privacy Stand Out to Customers

Companies should collect and use private data as part of a fair exchange of value, Forrester urges.

Required Reading: Trustworthy Companies Focus on These Three Things

Here's how organizations can earn trust, loyalty, and respect.

REAL ROI

Hydra-Stop Optimizes Salesforce Conversions with Saggezza

The Salesforce implementer created custom fields to prioritize opportunities.

Talroo Energizes Solr Search Engine with Lucidworks

Lucidworks' Fusion is returning faster search results for Talroo customers.