January/February 2021

Magazine Features

For Contact Centers, Going Remote Wasn’t Easy, but Opportunities Emerged

Companies looking to continue with work-from-home models need to continue focusing on security, quality assurance, and training

Technology Alternatives to the Third-Party Cookie

Marketers need to be more proactive and attentive to privacy concerns.

Tips for Remote Selling During and After COVID-19

New channels have surely emerged, but existing customers keep their value.

Front Office

CRM’s Changing Role as We Look Past the Pandemic

Lessons learned about connecting and engaging with customers during the pandemic will need to be applied post-pandemic.

Reality Check

Is It Knowledge Management’s Time?

Institutional knowledge at your fingertips is a big plus right now.

The Tipping Point

Your Customers Want Authentic Connections. Is Your CRM Strategy Creating Them?

The challenge, as always, is personalization at scale.

Scouting Report

Contact Center WFO Remains Healthy, Despite the Pandemic

But to thrive moving forward, WFO needs to go beyond the contact center.

The Last Line

What Do Customers Really Want From Chatbots?

And do they themselves really know?

Voice of the Customer

When CX Breakthroughs Become Baselines

Customer experience leaders must be prepared to continually innovate

Insight

Chatbots, IVAs Can Help Close the B2B Digital Gap

Long used by B2C companies, digital outreach channels can help in B2B

Experience Takes New Meaning Amid Changing Consumer Behavior

Companies that refocus operations through the lens of experience outperform industry peers, Accenture finds

In 2021, Loyalty Shouldn’t Be Assumed

COVID fatigue is breeding intolerance for CX shortfalls, Experian finds

Required Reading: Marketing to Undergo Quantum Changes

Marketing's fifth paradigm will involve the top emerging technologies

What’s in Store for CRM in 2021?

Here's what the industry predicts will happen.

REAL ROI

Five9 Projects Get Simpler with FinancialForce

FinancialForce provides complete business visibility for the contact center provider

Ford Recognizes Essential Workers with Lacek

FordPass Rewards drive loyalty among COVID frontline employees and first responders