June 2024

Magazine Features

Contact Centers See a New Focus on Onshoring

Foreign contact centers, once the darlings of the industry, have lost some of their appeal.

Tips for Auditing Your Company’s Data Privacy and Security Protocols

Amid a growing number of threats, data security protocols need to be put to the test often.

BYOD Is More Manageable Today

The barriers to managing employees' personal devices are coming down, helping fuel the bring-your-own-device trend.

Front Office

Patriotism Aside, U.S. Operations Are a Good Idea

Onshoring can be costly upfront, but the service improvements will pay off.

Reality Check

The Business Case for Sales Technology Training

Your investment in sales enablement tools has to go beyond simply acquiring them.

Connect

When Did Customer Success Stop Being Successful?

Cracking a mystery of modern revenue optimization.

End Notes

When AI Is Ready, Will You Be?

The human touch will become a rare opportunity for differentiation.

Customer Experience

How the GenAI-Metaverse Relationship Impacts CRM

The two technologies together lead to better sales, marketing, and customer service experiences.

Insight

Customer Service Innovators More Likely to Use GenAI

Companies that use generative AI have a competitive edge, Deloitte finds,

Firms Must Center Revenue Processes on Customer Value

Forrester unveils the Opportunity Lifecycle framework to help companies become customer-obsessed.

Marketing Budgets Fall 15 Percent

Gartner's CMO Survey reveals marketing budgets are just 7.7 percent of revenue in 2024.

Most Marketers Experience Collaboration Drag

Too much collaboration can harm worker productivity and retention, Gartner finds.

REAL ROI

Grammarly Rewrites Databricks’ Customer Experiences

Databricks elevates efficiency and customer trust with writing help

Networking Solutions Increase Concession Sales

The New Jersey Devils and Prudential Center score big with Verizon.

The Next Step

Change Is Mandatory. Stress Is Optional

We were built for change, but why is it so hard to embrace?