CRM Cover

August 2017

Magazine Features

The Rise of Mobile Wallets —and What Marketers Need to Know

Rapid growth in mobile payments offers a real opportunity for businesses, and marketers in particular, to transform their customer relationships

What Companies Can Do to Reduce Customer Effort

You need to make transactions frictionless to keep customers coming back

Revving up the Customer Experience Engine

General Motors drives loyalty across its brands with a customer experience initiative. A Q&A with David Mingle, global director of customer experience strategy and enterprise experiences at General Motors

Front Office

Consumers Score a Huge Win

Companies, vendors, and consumers should be prepared to work together to curb the possible misuse of the technology

Reality Check

These 8 Technologies Are Transforming the Contact Center

The need to understand and engage newly empowered customers (hello, Millennials) is driving innovation.

The Tipping Point

Retailers Must Embrace New Shopping Experiences

Online disruptors and a new breed of digital consumer mean its sink-or-swim time for traditional retailers and consumer goods sellers


Omnichannel Journey Design—Is Your Business Ready?

Your customers want to interact with you when, and how, they choose. Your journey design processes should support them.

Pint of View

The Comeback Trail

So you've got egg on your face. Now what?

Customer Experience

The Future of CX Is Orchestrated Engagement

Forward-thinking companies must find ways to make the cacophony of customer experience technologies play together


Canada Clamps Down on Spam

Companies are safe from lawsuits for now

Companies Need to Get Serious about Customer Experience

When it comes to managing CX, companies need to take a disciplined approach

Customer Preferences Drive B2B E-Commerce Growth

B2B e-commerce will reach $1.2 trillion by 2021; companies need to become more digitally savvy to remain competitive

Required Reading: With Customer Experience, More Is More

In today's marketplace, companies should make things harder on themselves, not their customers


Booker Sets Up Self-Care with Five9

The salon and spa scheduling company benefits from Five9 in its contact center

NetApp Loses Nothing in Translation with SDL

The global storage and data management provider used SDL to deliver content in 16 languages simultaneously

The Homework Hotline Aces Its Assignments with PureCloud

Rose-Hulman's tutoring service ups user satisfaction thanks to Genesys and Interactive Intelligence's PureCloud contact center solution

The Next Step

Your Sales Pipeline Can Make You or Break You

Good pipeline management requires clear thinking and knowing when to cut a deal loose.

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