March 2024

Magazine Features

6 Steps for Turning Podcasts into Effective Outreach

To be authentic you have to understand what your audience wants.

It’s Time to Add Voicebots to Your Mobile App

Voice AI assistants add essential functionality for customers and agents.

Integrate Calendaring and CRM for Greater Sales Productivity

Sales teams and managers work better when everyone is on the same (calendar) page.

Front Office

Expanding the Tech Stack Is a Business and Personal Imperative

Here are three technology innovations that you really need to adopt as soon as possible.

Reality Check

Cultivating Employee Satisfaction and Engagement

Studies show the factors that can reduce attrition in the contact center; it's just a matter of implementing them.

The Tipping Point

Regular CRM Health Checks Are Critical

If CRM is your operational heartbeat, make sure it's healthy.

Connect

In a World of AI Co-Pilots, Who’s Ready to Fly the CX Plane?

The question of pilot (i.e., human) readiness has entered the AI picture.

End Notes

Tips for Dodging AI Disasters

It'll take time to work through the learning curve.

Customer Experience

Integrating CRM, AI, and the Metaverse

Futuristic-sounding customer experiences are now becoming reality.

Insight

B2B Marketers Waste a Lot of Time and Resources

CMO Council gives most marketers grades of C or worse for their efforts.

Consumer Opt-Outs Are Increasingly Common

Trust issues prompt consumers to unsubscribe from company outreach, Attest finds.

Consumers Prefer Ads to Paying for Content

IAB finds that 8 in 10 consumers support the ad-supported internet.

Sales Analytics Are Helpful but Underused

Data problems top the concerns with analytics, Gartner finds.

Top AI Jobs Are CRM-Related

CRM pros need to stay ahead of the curve with AI advancements, research finds.

REAL ROI

Freshworks Packs Huge Gains for Monos

Luggage retailer increases efficiencies, CSAT with Freshworks.

Golden Nugget Wins with PolyAI

The hotel, casino, and restaurant operator is handling customer calls with PolyAI virtual assistants.