March 2025

Magazine Features

What Happened to the Metaverse?

Is the metaverse still a viable business platform for promoting products, services, and brands?

Something Smells in Marketing’s Future

Scent marketing has historical uses and a wide range of possibilities.

Noise Cancellation Advances with AI

Contact center interactions are getting clearer with new technologies.

Front Office

Do We Still Need DEI in Customer Service?

DEI has become a hot-button issue, but diverse workforces remain a source of strength.

Reality Check

AI and Sales Management

Sales 2.0 sales teams need Sales 2.0 managers.

The Tipping Point

What Does Internal CRM Evolution Look Like?

Pitfalls and best practices on your CRM implementation journey.

End Notes

Who Are the Agents of Tomorrow?

In an automated contact center, humans will have a role to play. Time to figure out what that is.

Insight

ABM Grows, but Limits Persist

Research shows that account-based marketing isn't being fully implemented.

B2B Personalization Efforts Are Incomplete

Post-sale efforts are not being pursued, Forrester finds.

Required Reading: Personalization Will Yield $2 Trillion If Done Right

Winning companies will capitalize on the opportunity with aggressive strategies.

REAL ROI

Park City Credit Union Brings Members Closer with Video

Eltropy's unified digital platform helps rural credit union serve hard-to-reach customers.

PopSockets Gets Crisper Detail into Sales

Phone accessories company connects to better data with Crisp and Snowflake.