June 2020

Magazine Features

Identity Resolution Moves into the Contact Center

The popular marketing technology is aiding in routing, fraud detection, and issue resolution

Zero-Party Data: Personalization and Privacy Can Coexist

When customers provide data directly to companies, consent takes on a new meaning for marketers

Demystifying Cryptocurrencies: Promise and Potential Lead to Growing Appeal

Marketers can boost their image with tech-savvy consumers by accepting e-cash

Front Office

I’m Ready to Move On, And So Are Your Customers

Seventy-six percent of business leaders expect difficulty increasing customer satisfaction without raising costs. Automation could help.

Reality Check

Why Can’t We Just Put Customers First and All Get Along?

Disharmony can impact customers, employees, and the bottom line

The Tipping Point

Voice + AI Represents the Next Chapter in CRM’s Evolution

As voice technologies become ubiquitous, customer interactions will never be the same

The Last Line

What Post-Pandemic Contact Centers Will Look Like

Will agents return to the office or remain remote? The answer is, likely, yes to both

Customer Experience

3 Ways to Enhance Customer and Employee Collaboration Post-COVID-19

Now is the time to harness all the tools of customer engagement

Voice of the Customer

How Can We Listen to Customers When No One Is Talking?

Response rates are down, but don't throw in the towel!

Insight

CCW Outlines 5 Strategies for Modernizing Contact Centers

Data will forge new contact center capabilities by 2025, CCW Digital Predicts

Companies Change Sales Tactics Amid COVID-19

Companies are optimistic about a recovery, but they can't just plan for the short term, research finds

Modern Advertising Needs New Strategies

Marketing needs to adapt to higher customer expectations, Forrester urges

Pandemic Heightens the Need for Analytics

Companies want to know how COVID-19 changes consumer behavior

Required Reading: Building a Brand Requires Getting Leaner

Companies looking into new markets can benefit from a new approach

The CARES Act Can Drive Customer Obsession

Forrester outlines how companies can use COVID-19 funding to improve customer experiences

REAL ROI

Navy Federal Deploys Verint for COVID-19 Response

The credit union turned to Verint's analytics to address changing business conditions

When It Comes to Communications, Twilio Has Insurance Firm Covered

Cover Financial is benefiting from Twilio's Flex cloud-based platform

The Next Step

Employee Satisfaction Is Worthless

The key to motivating today's workforce? It's not making sure they're satisfied.