October 2022

Magazine Features

How Reliable Is Your Contact Center's AI Guidance?

Determining whether companies can trust the next-best-step suggestions AI makes for agents.

Using AI to Make Marketing Resonate

Artificial intelligence can help determine which content and channels hit the mark.

Using AI to Boost Sales Forecast Accuracy

Effective sales predictions require the right data mixed with human intuition.

Front Office

Please, Just Give Us All the Information We Need

To win the American people's vote (i.e., business), companies need to do a much better job of educating them.

Reality Check

How Artificial Intelligence Is Transforming CX

Contact center systems were long overdue for a major refresh. AI is obliging.

The Tipping Point

Five Collaboration Strategies to Power Your CX Transformation

What do successful CX functions do differently? Build coalitions around core business competencies.

Connect

Reinforcing the ‘R’ in CRM

Companies need to embrace the role of relationships in driving digital and business transformation.

The Last Line

Inclusive Experiences Start With Inclusive Language

Companies have learned and are demonstrating that words matter.

Customer Experience

Creating Customer Experiences that Endure

They need a foundation built on orchestrated systems, processes, and technologies.

Insight

5 CX Budget Recommendations for the Coming Year

Some projects can still get funded, even when money is tight, says Forrester Research.

Just 15 Percent of B2B Customers Resolve Issues in Self-Service

Gartner urges customer-centric design and guideposts along the self-service journey.

Marketing Analytics Only Influences 53 Percent of Decisions

Data management challenges and cognitive biases limit marketing analytics' influence, Gartner finds.

Post-Pandemic Events Must Focus on Audience Needs

Virtual events are here to stay, and marketers need to revamp their strategies, Forrester advises.

Required Reading: TSIA Leaders Pen the Digital Transformation Playbook

Business transformation requires a rethinking of traditional business models.

REAL ROI

Niemann Foods Brings Stores to the Digital Age

Birdzi helps the grocery retailer reach customers with online marketing.

Sugar Paints a Better Picture for Kelly-Moore

The paint retailer is saving sales reps time with SugarCRM.