October 2021

Magazine Features

A Road Map for Creating a Winning Mobile App

Why companies need a mobile app today and how to create one.

Which Market Research Platform Is Right for You?

Programmatic platforms provide a lot of insight, but you need to weigh how much of it you actually need.

Tips For Making Customer Interaction Data Actionable

Companies must knock down the silos to make the most of the customer information they collect.

Front Office

No More Excuses: Be Mobile or Be Disrupted

One thing we've learned during the pandemic: Having a mobile presence has become imperative for business survival.

Reality Check

The Ethics Dilemma of AI for Sales

Artificial intelligence is an important CRM tool, but beware of biases and privacy issues.

The Last Line

Do You Have Contact Center Stars? Advertise Them

Having high-performing agents should be a selling point for your business.

Customer Experience

Long-Term Customer Loyalty Is Long Gone

Having the best product or service is not enough; loyalty pros need to focus on other factors.

Insight

China Imposes New Data Privacy Regulations

The Personal Information Protection Law requires express consumer consent for all data collection and use.

Cloud Contact Centers to Be Mainstream in Two Years

Companies are starting to see the benefits of CCaaS, Gartner notes in new Hype Cycle report.

Marketers Need to Earn a Seat at the Table

CMOs often don't have a voice in executive discussions, Forrester finds.

Six Technologies to Drive New Customer Acquisition and Growth

Gartner identifies the most influential technologies and trends for digital marketing.

REAL ROI

GlassesUSA.com Sees Clear Benefits from Dynamic Yield

The online eyewear retailer tweaks its recommendations engine to increase revenue.

Tax Savings Pros Saves Time with SugarCRM

Sugar Market leads the financial planner to a full SugarCRM rollout.

The Next Step

The Employee Exodus (and How to Stop It)

This isn't just about COVID or the fickle desires of the next generation; it's about the future of work itself.