May 2022

Magazine Features

Marketing’s New Strategy: Paying for Performance

Paying only when specific actions occur sets the new standard in building ROI.

Sales Leaders Push for Measuring What Matters

As sales processes have changed, the metrics need to follow suit.

Low-Code/No-Code Offerings to Grow, but Some Still Want Complexity

As CRM systems get more sophisticated, they can be easier to upgrade and customize.

Front Office

Adapt to Gain an Advantage

Given our current economic uncertainty, companies naturally want to make sure that every dollar spent is producing concrete returns.

Reality Check

Contact Centers: The Next Big Thing

Yes, really. But why are software vendors jumping on the contact center train?

Scouting Report

The Cloud Contact Center Land Grab Is on

The future is in the cloud, and CCaaS vendors are battling to stand out.

The Last Line

A Trip Down Social Media’s Memory Lane Uncovers Emotions

And it's not just social media; CX can produce memorable (hopefully positive) feelings.

Customer Experience

Six Myths About Design, and Four Ways to Overcome Them

Too many companies are in the dark about what design is, who should be involved, and how to do it well.

Voice of the Customer

Communication Is Essential for CX

Often overlooked, communication strategies are necessary to drive action.

Insight

2022 Marks the Advent of the Metaverse Continuum

Accenture highlights the fledgling metaverse in its ‘Technology Vision 2022' report.

Chat Ready for Takeoff; Some Companies Aren’t

Many consumers are already comfortable with the technology, Forrester finds.

Consumers Do Contact Customer Service After Proactive Outreach

Flaws in proactive customer service can cause more harm than good, Gartner finds.

Satisfaction Does Not Guarantee Loyalty

Impressions go a lot further in ensuring repeat business.

REAL ROI

Airship Elevates Hagebau Connect’s Marketing Efforts

The German DIY retailer's loyalty program rises with Airship.

Amazon Connect Boosts Customer Service for Traeger Grills

The outdoor cooking equipment manufacturer is on fire since implementing AWS contact center technology.