June 2022

Magazine Features

Putting Your Business to the Text

Now's the time to integrate third-party messaging into your customer service channel mix.

Sales Presentation Tools Evolve to a Go-to-Customer Approach

Sales meetings look different today, but enough tools exist to help design content for them.

Tools Can Now Uncover Real-Time Customer Behavior

Companies can respond in real time when they know what customers will do in real time.

Front Office

With All the Tools Available, You Only Have Yourself to Blame for Poor Service

Many customers (like me) are not shy about expressing their displeasure with companies when they fail to meet expectations.

Reality Check

The Genesis of AI for Sales Suites

Sales organizations are looking to artificial intelligence to tackle an array of challenges.

The Tipping Point

Optimizing CRM Will Increase Revenue Velocity

Companies are increasingly feeling the need for speed

Connect

CX and the Need to Nix the Metaphor of War

When we stop thinking of customers as enemies to be ‘targeted', collaborative possibilities arise.

The Last Line

Oh, Paw-lease: Canines, CRM, and CX

As any pet owner will tell you, dogs have opinions. Perhaps even on customer experience?

Customer Experience

You Can’t Duck the Metaverse

And you shouldn't want to: This is where your customers will go next.

Insight

Customers Increasingly Research Companies on Third-Party Sites

Customer service leaders should evaluate outside sources of information, Gartner urges.

CX Programs Must Look Beyond the Initial Sale

Gartner finds that focusing only on the path to purchase cannot drive CX outcomes,

Forrester Answers the 10 Questions for Closing the Customer Loop

Following up with consumers who offer feedback doesn't have to be difficult.

The New Marketing Is a Cognitive Process

Savvy marketers are turning to brain science to learn how to appeal to customers on a new level.

Voice Assistants Still Underutilized for Business

Despite widespread availability, companies and customers aren't interacting with them.

REAL ROI

Shoe Carnival Walks Away with Better Feedback

The shoe retailer is able to respond to issues faster with Verint solutions.

Zenoti Lets Birds Barbershop Soar

Zenoti Marketing & Sales brings customers and revenue back to the salons.