CRM Cover

July 2016

Magazine Features

Retailoring Retail for a Mobile-First World

To compete with pure play e-commerce outfits like Amazon.com, companies must bolster their mobile strategies and focus on expertly combining digital and physical shopping realms. Part of a special Retail Report

Digital Natives Versus Digital Migrators: Does It Matter Where You Start?

Although digital-born companies and traditional retailers are facing different challenges, both must deliver on their brand promise and offer personalized experiences to succeed in today's environment. Part of a special Retail Report

On Social, Not All Negatives Are Bad

Companies should use customer comments—both good and bad—to drive brand transformation

Front Office

What is Digital Transformation and Why is it Important Now?

Clinging to the status quo is not an option. Disruption is happening.

Reality Check

The CRM Technology Sandwich

Don't forget to fill it with people and process!

The Tipping Point

Why Increased Self-Service Can Be Good for Agents

Customers do everything they can to avoid talking to them—except when it really matters

Scouting Report

Workforce Management’s Best Years Lie Ahead

Back office and branch solutions, as well as channel and scheduling flexibility, will drive growth

Pint of View

Three Little Words

Our lives would be so much easier if we said them more often

Customer Experience

4 Digital Strategy Journeys

These companies are grappling with their digital futures

Small Biz Buzz

Three Customer Trends You Can’t Ignore in 2016 (and Beyond)

Better service, experiences, and intelligence can mean the difference between getting ahead and stalling


Required Reading: Building The Social Business Imperative

Integrating social media into the customer journey is a must


Dormify Doubles Down with Dotmailer

The e-commerce company can now send out relevant and personalized emails to capture the attention of shoppers

Nuance’s Nina Adds a Human Touch to Swedbank’s Customer Service

The multinational bank's conversational virtual assistant resolves 78 percent of queries on first contact

Pantheon Is on a Retargeting Roll with AdRoll

The Web site management platform lowers retargeting costs and increases click-through rates

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