March 2022
Magazine Features
Can AI Really Be Trusted?
Linda Pophal //
02 Mar 2022
How reliable are the marketing recommendations made by artificial intelligence?
Productivity Tools Advance to Assist Remote Workforces
Phillip Britt //
02 Mar 2022
Contact centers now have a wide assortment of tools to help agents work more efficiently, no matter where they are.
Keys to Keeping the Consumer Connection in a Digital World
Phillip Britt //
02 Mar 2022
Customers have many options today, and keeping them engaged on the right channels might keep them coming back.
Front Office
Connecting in a Post-COVID World Doesn’t Have to Be Complicated
Leonard Klie //
29 Mar 2022
Remote or partially remote workforces are likely to be with us for quite some time.
Reality Check
The Contact Center’s AI Revolution
Donna Fluss //
16 Feb 2022
AI technology is driving a rapid pace of innovation and change in the service sector.
Connect
The Metaverse Won’t Be as Forgiving as Web 2.0
Liz Miller //
03 Mar 2022
Customer experience leaders need to figure out their place in the metaverse economy.
The Last Line
Your Employee Technology Also Drives Your Customer Experience
Ian Jacobs //
02 Mar 2022
Customer service reps deserve tools that help, not impede.
Customer Experience
It’s Time to Focus on the Metaverse
Barton Goldenberg //
24 Feb 2022
Virtual worlds will be the most transformative technology in the next decade. Prepare your strategy now.
Insight
Customer Service Leaders Need to Invest in AI
28 Mar 2022
Three areas in particular stand to benefit.
Gartner Urges Supplementing Surveys with Analytics
09 Mar 2022
The primary goal should be to make customer data actionable.
Google Shifts to Topic Modeling
Leonard Klie //
24 Mar 2022
Ads will be based on customers' browsing histories.
Proposed Legislation Targets Data-Driven Advertising
Leonard Klie //
22 Mar 2022
The bill would limit the so-called ‘surveillance advertising' model.
Required Reading: Loving Relationships with Customers Have Great Worth
Leonard Klie //
02 Mar 2022
Customers want to feel worthwhile in their dealings with companies.
Retailer CX Fails to Impress
Phillip Britt //
08 Mar 2022
The customer experience dip follows two years of gains, Forrester says. Plus: Five recommendations for how to fix it.
REAL ROI
AAA Northeast Provides Faster Service with Calabrio
Phillip Britt //
02 Mar 2022
Calabrio interaction analytics yields efficiency gains for local auto club.
Kari Gran Sees the Beauty of StoryTap
Phillip Britt //
02 Mar 2022
The skincare products supplier taps into video to increase customer engagement.