November/December 2021

Magazine Features

Is Your Company Ready for Shoppable TV?

Here's how to get in on one of the hottest marketing trends going.

Bots Are Good, but They Can’t Do It Alone

The best bots know when and how to hand off complex requests to humans.

Tips for Building Wallet Share to Gain Market Share

Market share and wallet share are complementary metrics to identify customer issues.

Front Office

Expect the Supply Chain and CRM to Intersect This Holiday Season

For those of us in the CRM industry, this holiday season was a really great opportunity to shine.

Reality Check

The Contact Center Agent Hiring Gap

The difficultly in hiring agents worsened during the pandemic because many companies didn't have the procedures in place to hire remote employees—and it's getting worse now with agents being asked to return to the office

The Tipping Point

Front-Office Transformation: The Key to CRM Execution

You have to make sure everyone is on the same team (including your customers).

The Last Line

Is Near-Real-Time Machine Translation Nearly Here?

Believe it or not, we might yet overcome the fall of the Tower of Babel.

Customer Experience

Eight Steps to Successfully Integrate VR-XR-AR into Your CRM Efforts

Virtual reality, mixed reality, and augmented reality will be game changers for sales, marketing, and customer service.

Voice of the Customer

Four Reasons for Combining CX and EX

Customer and employee experiences are intertwined, and the programs for each should be too.

Insight

5 Tips for Digital-First Customer Service

Companies can no longer operate siloed digital channels, Forrester stresses.

CIO-CMO Collaboration Drives Better CX and Growth

Companies need to further close the gap between marketing and IT, Forrester says.

Client Relationships Are Multifaceted

Companies need to address both the basic problems and the underlying ones.

Gartner Identifies Sales Strategies to Mitigate Supply and Demand Disruptions

Research provides guidance to lessen disruptions to customer relations and seller motivation.

Good Agency Partnerships Are Really Needed Now

Marketers can benefit greatly from agency and tech pairings, Forrester finds.

REAL ROI

Jornaya Drives PolicyBind Growth

Insurance network expands marketing options with Jornaya LeadiD.

Plante Moran Builds a Wealth of Engagement with ON24 Target

The financial firm maintains customer contact with the online events platform.