October 2020
Magazine Features
Use Digital Platforms to Drive In-Store Traffic, and Vice Versa
Linda Pophal //
30 Sep 2020
Online and offline environments are no longer competitors for the same retail customers
Math Meets Marketing with Statistical Models
Phillip Britt //
30 Sep 2020
Modeling is key to marketing success, but the data needs to be better
Co-Browsing Gains as a Service Tool
Phillip Britt //
30 Sep 2020
COVID and the shutdowns bring a rise in technology alternatives to in-person service interactions
Front Office
Data Links Disparate Technology Demands
Leonard Klie //
30 Sep 2020
"Every step you take toward being a data-forward marketing organization is a positive one."
Reality Check
CRM Is Your Change Agent
Jim Dickie //
05 Oct 2020
With AI and machine learning in the mix, your system can adapt to the speed of change
The Tipping Point
The Ugly Truth About CRM Data
Danny Estrada //
05 Oct 2020
If too much of it is missing or wrong, no digital transformation can happen
Connect
How to Sell Virtually in a Turbulent Marketplace
Michael Vickers //
30 Sep 2020
Your meetings have moved online, but technology isn't all you need
The Last Line
We Don’t All Want to Work From Home
Ian Jacobs //
30 Sep 2020
Efficiency goes up, but does employee happiness?
Customer Experience
Virtual Events Stink. Here’s How to Improve Them
R "Ray" Wang //
30 Sep 2020
With online conferences, let's have less hostage videos, more spontaneity
Insight
Good Customer Service Is Only Half of the Loyalty Equation
Phillip Britt //
30 Sep 2020
Gartner suggests building customer advocacy and wallet share as well
Required Reading: Marketing Without the Filters
Leonard Klie //
30 Sep 2020
How to regain trust, credibility, and customers in the digital world
The Top Five Customer Service Technologies
Phillip Britt //
30 Sep 2020
Analytics and automation are needed to survive the pandemic, Gartner finds
Three Keys to Customer Obsession
Phillip Britt //
30 Sep 2020
Reliability, service, and advocacy keep customers coming back, Forrester finds
REAL ROI
ERC Collects Better Information with Interactions’ VCA
Phillip Britt //
30 Sep 2020
Virtual Collections Agent removes basic information-gathering calls from ERC agents
Online Search Tool Suits Wildfang
Phillip Britt //
30 Sep 2020
The clothing retailer offers a better website experience with Searchspring
The Next Step
Customer Service Is Risky Business
Garrison Wynn //
05 Oct 2020
Making your customers feel safe creates long-term loyalty