May 2023

Magazine Features

The Marketing Content Continuum

How to get the most bang out of marketing messages by reusing them effectively.

As Loyalty Withers, Lifetime Value Needs to Be Redefined

Customers today are far more fickle, so loyalty needs to be measured differently.

What Will It Take for Omnichannel to Live Up to Its Promise?

Omnichannel customer service technology exists. Now companies just have to deploy it properly.

Front Office

Customer Service Woes? Don’t Tell Me

There might be lot more quiet quitting in customer service than companies care to admit.

Reality Check

Why Does Customer Service Keep Getting Worse?

Execs talk a good game about the value of great CX, but reality doesn't measure up.

The Tipping Point

CRM Often Can’t Get Out of First Gear

Here's how companies can get themselves back on track.

Scouting Report

The Transformation of Workforce Engagement Management

After a strong year, these solutions are poised for a wave of innovation, thanks to AI.

End Notes

Sorry, Companies. We’re Just Not That Close.

Brands need to tread lightly when it comes to messaging with their customers.

Customer Experience

Forrester's Three Drivers of the Best B2B Growth Engines

What causes B2B growth engines to break down, and what do the best growth engines look like?

Insight

AI Is Not the Cure-All for Customer Service Woes

Forrester warns companies against relying too heavily on generative AI alone.

Generative AI to Usher in a Bold New Future for Business

AI will bring together physical and digital worlds for companies, Accenture notes.

Looking for Effective Ad Imagery? It's Cool to Include this

A study suggests that cold imagery creates a perception of newness in advertisements.

Non-Sales Functions Dominate Sales Reps’ Time

Skills profiles have changed to include analytics, business acumen, and institutional knowledge.

Online Shoppers Like ChatGPT

A Capterra study finds that more than half of consumers have had negative experiences with traditional retail chatbots.

Required Reading: Follow This Blueprint to Build Company and Customer Experiences

Creating the right company culture requires the right foundation.

REAL ROI

Pack Makes the Cut with Clothier

Cuts Clothing stitches together a better web experience with Pack CMS.

Power Digital Drives Lord & Taylor’s Digital Growth

The move away from brick-and-mortar didn't hurt the iconic retailer.