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Viewpoints

How Artificial Intelligence Can Improve Your Customer Retention

Customer churn cannot be ignored, but too many sales reps think customer success is not part of their job description. Sales reps need to care about losing customers, and luckily, emerging technology like AI can help.

5 Rules for Customer Engagement in Challenging Times

Sales is about much more than the dotted line. In this environment, the customer's end-to-end journey with you is beyond crucial. Here are some best practices to help guide your customer journey through the crisis.

Machine Learning Is Your Secret Weapon for Customer Acquisition

A CRM solution that includes machine learning adds the ability to access predictive analytics, automate email marketing campaigns, and drive customer transactions.

‘Servitization’ Can Make Customer Service a Revenue Center

By providing value-added, technology-driven service offerings, companies are finding they can create additional avenues for consistent revenue and account growth, all while delivering superior experiences for their customers and generating higher levels of loyalty.

3 Challenges Contact Centers Face With Remote Work—and How To Overcome Them

COVID-19 has altered the working landscape and led to important questions for the industry: Will remote working be better or worse for agent productivity and morale? Will it drive revenue, or will it mean a depleted workforce? We address these issues and more.

Forget Customer Experience—Customer Care Is the New Way Forward

If you want to reap visible results in the form of customer retention, loyalty, and, ultimately, sales, customer experience has to be replaced with customer care as its proactive, more human-like version.

3 Ways to Tie Artificial Emotional Intelligence into the Customer Journey

With so many interactions having moved from face-to-face to online, it has become more important than ever to be able to gauge emotions from afar. Today's AI is increasingly up to the task.

6 Steps for Keeping Your Marketing Creative Teams from Running Amok

Following the Strategically Aimed Marketing process enables creative people in any type of business to stay on track and deliver their best work.

Customer Sentiment: The Missing Metric in Monitoring

Hearing firsthand what customers are saying about your digital products and services might be the most powerful monitoring tool of all, helping you maintain a picture of real-world user experience.

Selling While Sheltering: How Businesses Can Avoid Customer Disruption and Serve Internal and External Needs

In the face of COVID-19, you must have a plan to weather the storm and a plan for when the storm passes. Sales teams must find a way to keep a level head and keep moving.

3 Ways Conversational AI Can Make Contact Centers More Nimble

With the pandemic causing a huge surge in call volume, contact centers are under stress like never before. Virtual agents can not only ease the burden but lead to greatly enhanced service quality.

4 Tips to Reignite the Spark With Customers During Uncertain Times

It's easy for longtime customer relationships to become stagnant. Just like personal connections, these relationships require focused nurturing to thrive.

Choosing a CDP: 5 Keys to a Best Practices Framework

Done right, a customer data platform can be the hub of a company's entire marketing technology stack, helping orchestrate customer data and optimizing the customer experience.

CRM Training in Unsettled Times: 4 Ways to Prepare

In uncertain, distracting times, you need to rally, empower, and support your sales team with remote working capabilities so that your company can conduct itself as close to business as usual as possible.

8 Business Ideas to Engage Customers Right Now

To remain strong and prepare for the other side of this crisis, what can a business do today? We offer these eight ideas, even a couple that dip a toe into promotions, to help cut through customers' in-box clutter and help your brand stay relevant.

Lean on Customer Relationships During a Depleted Sales Pipeline

A natural disaster, a data breach, or some other uncontrollable condition can deplete the sales pipeline overnight. In such circumstances, it's incredibly important for sales professionals to lean on customer relationships and adequate technology as the foundation to survive (and thrive).

Widespread Social Distancing Puts Remote Work in the Spotlight

Companies have little choice but to institute work-from-home policies in the current crisis. But as the benefits become clear, many firms might choose to stay remote as the rest of the world returns to the office.

Make the Contact Center Your Powerhouse During Uncertain Times

To deliver the best CX during an unprecedented crisis, organizations must leverage technology in the contact center to personalize and optimize every step of the customer journey.

Content Localization 101: 9 Tips for Delivering the Right Message to a Global Market

In uncertain times, making sure you're getting your message across in the right way is critical. Here's how content localization can help ensure you're reaching your audience, not alienating it.

For Contact Centers Confronting the COVID-19 Crisis, Conversational Service Can Provide Relief

Organizations need to balance processing call volume quickly with committing to care for their customers, which means assuaging their fears, understanding their concerns, and ensuring they get the best experience in this difficult time.