The Contact Center in 2018: Helping Customers Help Themselves
This year, customers are demanding that service organizations build out self-service, automate where possible, and empower agents.
Tapping Into Social's Sphere of Influence
Digital influencers are the new stars of the internet, and the endurance of social media suggests they'll continue to be valuable. Here's what marketers need to know.
Include Sales in Customer Intelligence
Marketing and service teams know where customers came from, but do your salespeople?
The Influence of So-Called Influencers Can’t Be Denied
Considering that word of mouth is still the best way to gain new business, influencer marketing makes a lot of sense—and cents
The Tipping Point
To Hit Sales Targets, B2Bs Need to Define Roles—and How They’re Compensated
All contributions to a sale aren't equal, and neither should be the rewards
Speech Analytics Enters Its Next Act—Maturity
Speech and text analytics have become indispensable to the customer journey, and increased adoption and a replacement cycle are the next stage.
Your Customer Data Is Limitless, and So Is Its Value
Your company can either navigate the digital deluge, or be swamped by it.
Small Biz Buzz
Some Big Numbers for Small Businesses to Embrace in 2018
Keep these eye-popping stats in mind when charting your course for the coming year.
Businesses Need to Know GDPR
Companies worldwide—and marketers in particular—need to prepare for the regulation, which takes full effect in May.
Marketers Must Watch Out for Video Ad Fraud
Video ad fraud is a threat, but companies can take precautions to protect their budgets and reputations
Required Reading: Avoid Dealing with Difficult Customers
Some customers are just worth letting go, regardless of their monetary value.
Campus Protein Supplements Its Marketing with Nosto
The vitamin vendor builds customer trust using retail personalization technology
Slice Serves Up Automated Workflows with Kustomer
A technology provider for local pizzerias streamlines support operations with ticketing and communication software