January/February 2020

Magazine Features

2020: The 5G Revolution Begins

Wireless carriers finally begin their 5G rollouts, and the business potential is huge, as a world of new opportunities opens not just for consumers but for the companies that want to do business with them.

Customer Data Platforms Emerge as Marketing’s Latest Holy Grail

Companies adopt a new way to collect information in their ongoing quest to gain a single view of the customer

Channels Collide as Physical and Digital Converge

In 2020, customers will demand both in-store and online touchpoints

Front Office

Let Hope, Not Hype, Be Our Guide in 2020

A big reason why innovation is so slow to take hold in the industry is the short time frame CX leaders are given to prove ROI.

Reality Check

A Simple Way to Set Your 2020 CRM Enhancement Priorities

With hundreds of sales enablement solutions from which to choose, how do you assess what you truly need?

Scouting Report

The WFO Market Continues to Beat All Odds

Buoyed by productivity and innovation, workforce optimization remains a perennial enterprise software success story

The Last Line

Being Insensitive to Customers Is an Odd Business Plan

Some of the travel industry's offers seem suspiciously like extortion

Customer Experience

How to Cut Costs With CX—and Prove It

Cutting costs in quantifiable ways is a win for customers and companies

Voice of the Customer

It’s 2020! How Did Our CX Predictions Work Out?

Let's look at how we've responded to customers' rising demands

Insight

CCPA Is Now in Effect

California's consumer privacy law took effect Jan. 1

CX Leaders Struggle to Show the ROI

Communicating the benefits of their CRM investments eludes many, West Monroe researchers find

Required Reading: Dialogue Is the Key to Retail Sales Success

The need to adapt communications strategies is non-negotiable

What Lies Ahead for CRM?

CRM industry insiders share their predictions for 2020.

REAL ROI

Access the ICMI Agent Experience Toolkit

To boost customer satisfaction and loyalty, you need your agents to stay engaged and motivated. But how? Access the ICMI Agent Experience Toolkit and to help you assess your current agent experience and discover ways you can improve.

Arxan Nails It with Direct Mail

PFL's tactile marketing program delivers hard-to-reach customers

JOANN Gladly Crafts Personal Interaction

By moving to a modern customer service platform, the craft retailer has improved customer responsiveness