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Viewpoints

3 Digital Marketing Strategy Mistakes You’re Making

Marketers must approach 2021 with concrete plans to reach and convert their audience while remaining flexible enough to adapt to evolving preferences and changed sales environments. Of course, this is easier said than done.

Customer Data Unification: The Art and Science of Knowing Your Customers

Customer data comes from disparate sources, and the key to using it for market differentiation is bringing it all together.

How AI Can Bridge the Gaps Between CRM, Marketing, and Sales

A new class of AI-powered solutions now has the ability to harness CRM data, merge it with multiple sources of sales and marketing information, and intelligently predict the likelihood of customer actions and behaviors.

3 Ways Cloud Data Warehouses Help Marketers and Improve CX

No more data silos, no more confusing or outdated campaigns, no unnecessary costs—instead, you engage with your customer as they exist in the moment, not with 15 slightly different versions of that customer.

5 Reasons Sellers Want to Ditch Their Traditional CRM

And here's how to help them: design CRM tools that help them succeed at what they do best—sell.

4 Ways Speech Analytics Can Build the Contact Center of the Future Right Now

To stay ahead in this challenging market, contact centers are turning to speech analytics technology to analyze customer interactions and ensure compliance at every step of the customer journey.

Building Trust with Customers Is Critical. Here Are 5 Ways to Do It

Engineering trust will be a key driver of both customer retention and acquisition in 2021. Brightpearl's CEO proposes five ways retailers can strengthen the bond between their brand and the consumer.

Conversational Mobile Messaging Can Personalize Engagement—and Build Brand Equity

Brands need to interact with diverse customers across many platforms and make those interactions more personable and efficient, not to mention superior to those of their competitors—and conversational messaging is the latest frontier to maximize that engagement.

Why Your Organization Needs an Agile CMS

Agile content management systems are essential for driving timely, seamless customer experiences across channels, as they give marketing practitioners and IT personnel a common set of tools and a shared experience.

How Brands Can Drive Emotional Connection in the Digital Era

The pandemic showed that entertainment brands can't always count on in-person engagement. Here's how to foster an emotional connection that will last.

First-Party Data Is Marketers’ Secret Ingredient for Customer Loyalty

What does the demise of the third-party cookie mean for marketers? That you must develop a powerful first-party data strategy to win the trust and loyalty of your customers.

From CX to EX: How Customer Experience Will Evolve as Ecosystems Take Hold

As ecosystems come to the fore, companies must react to how this intermingling of disparate partners impacts the traditional customer experience. Here's how to shift to an "ecosystem experience" mind-set.

A CRM Agency’s Secret Weapon: The Data Scientist

Everyone has data. It is what you do with it that really matters—like transforming it into meaningful insights that your business can use to make smarter decisions.

Ethically Sourced Data and Smart Market Research: Marketing Predictions for 2021

ResTech has the power to provide marketers with the road map to a successful future.

4 Keys for a Successful CRM Implementation

CRM is not a straightforward tool you can simply onboard your teams onto or add to your existing tech stack. Its deployment within an existing business requires a forward-thinking approach to ensure success.

Quarantining With My Kids: A Customer Experience Lab in My Living Room

Lessons a marketing leader has learned watching the next generation use technology point toward the future of CX.

5 Tips for Effectively Managing Your CRM

Your CRM platform is never "done." Here are some best practices to help you better manage your CRM system and maximize the value of this critical technology investment.

Chat Translation Helps Open the Door to Global Customers

Foreign language chat technology allows you to converse with customers in different languages without the need to employ a team of linguistic experts, saving your business time, money and effort while opening the door to countless opportunities across the globe.

Service Is the New Flagship Storefront

Here is why and how you should transform your customer service center into a flagship storefront that generates revenue, customer satisfaction, and trust.

Where Is CX Headed in 2021? 3 Predictions for the Year Ahead

The digital transformation hastened by 2020 will lead companies to continue catering to the connected customer experience lifestyle.