November/December 2023

Magazine Features

How to Build the Perfect Bot

New developer tools are steering automation creation.

Tips for Making Your Marketing Plan

Here are the insights you need to set your strategy and the technologies that can deliver them.

Let Your Products Sell Themselves

Product-led growth is replacing traditional sales and marketing .

Front Office

Don’t Make Me Pay More for Bad Service

Good service should be a mandatory part of the customer experience. Too often that's not the case.

Reality Check

Sales AI vs. Traditional CRM

In the battle of ROI, which one wins?

Scouting Report

Real-Time Guidance: Practical AI Tools for Contact Center Agents

The ability to analyze live conversations as they occur helps the customer and employee experience.

End Notes

Three Contact Center Resolutions for 2024

New year, new queue! Here's how to make 2024 better for customers and agents alike.

Customer Experience

VR Training Is Replacing Traditional Sales and Customer Service Training

This new training paradigm benefits employees, customers, and the bottom line.

Insight

CX for 2024 Offers Opportunities, Challenges

Forrester says that companies need to judiciously invest in and use generative AI and similar tech.

For Younger Consumers, It’s Self-Service or Nothing

Gen Z and Millennials tend to give up when self-service doesn't work.

How to Get the Most Out of Intent Data

Use intent signals earlier in the sales process, Forrester says.

In 2024, Don’t Let Modest Budgets Create Complacency

Forrester urges CRM practitioners to focus investments on innovation and skills.

Required Reading: Revenue Growth Is Possible with Responsible AI

Have a clear objective and ethical framework when applying AI to sales and marketing.

REAL ROI

Calendly Routes Success to Smith.ai

BPO increases bookings with higher-quality sales leads.

SaskTel Reduces Truck Rolls with Blitzz Concierge

Canadian telco is cutting operating costs with Blitzz's self-service portal.