CRM Cover

May 2018

Magazine Features

Now Is the Right Time for Silo Busting

Sticking to structures that keep data and departments separate is bad for business

'This Chat, Email, Text, or Social Media Post May Be Recorded for Training Purposes'

Customers are using more channels than ever to resolve customer service issues. Companies need to harness information across all of these interactions

Machine Learning Reshapes the Marketing Landscape

Emerging solutions provide marketers with insights into program effectiveness, but they require a high degree of skill to fine-tune

Front Office

This Month, It’s All About the Data

Companies can no longer afford to be so cavalier with valuable customer information

Scouting Report

Cloud Contact Center Solutions Continue Upward Trajectory

There's plenty of cloud-based excitement, though proliferation, compliance, and security remain issues.

Pint of View

Last Call

Our beloved Pint of View columnist toasts the end of an era.

Customer Experience

3 Ways to Put the Human Element into Customer Experience

Recognizing and celebrating our collective humanity is more than a lofty goal—it's good business.


Companies Don't Need Websites to Benefit from SEO

Links to local search results also rely on accurate and up-to-date information on the Web.

Court Strikes Down TCPA Expansions

Appeals court decision overturns the FCC's new definition of autodialers

Customer Sentiment Is Becoming a New Imperative

Sentiment and emotion analytics are poised for 3,000 percent growth

IoT Technology Has Huge CX Potential

Companies can use IoT data to improve product and service delivery

ON THE SCENE: At Adobe Summit 2018, Adobe Urges Companies to Enter the Experience Business

At its annual user conference, Adobe urged attendees to make experience their business

Required Reading: Businesses Should Ask Would You Do That to Your Mother?

Company leaders need to focus on what it takes to make Mom proud, and do likewise.


Rack Room Shoes Steps Up Its Customer Engagement with Salesforce.com

Thanks to the Marketing Cloud, the shoe retailer sees its email and text campaigns hit their stride

SendinBlue Sends the Right Message with Dataiku

Machine learning helps guarantee that millions of messages are delivered daily

The Next Step

Does AI's ROI Mean Humans Are SOL?

OMG, no! They need each other to do their best work

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