January/February 2024

Magazine Features

Expect GenAI to Take on Customer-Facing Roles

As large language models expand and generative AI technology advances, experts see a greater role in customer service.

Tips for Adding GenAI to Your Martech Stack

Here's how to integrate generative AI into your marketing operations without ripping out what's already there.

How to Pick the Best LLM for Your Sales Activities

With so many options in a fragmented market, it's important to choose wisely.

Front Office

GenAI’s Time Has Come. Are You Ready?

The hype is over, and the real work of making generative AI has begun.

Reality Check

The Various Roles of Sales AI

How are sales organizations actually leveraging artificial intelligence?

Scouting Report

Thanks to AI, the CCaaS Sector Comes on Strong

Although sales cycles are slower, companies are buying.

End Notes

Manifesting Better Customer Experiences

Three things I predict (hope?) will happen this year.

Customer Experience

CX Pros Will See a Year of Post-Pandemic Push-Pull

With genAI on tap, 2024 will bring plenty of customer experience opportunities (and pitfalls).

Insight

A Look Ahead at CRM in 2024

Industry players share their thoughts about what lies ahead for sales, marketing, and customer service.

Contact Centers Add Technology but Still Fall Short

CCW Digital finds that CX technologies have not changed CX delivery.

Marketers Need Transparency with Consumer Data

PCH finds consumers are increasingly concerned with data privacy.

Required Reading: The Key to Selling More Is Selling Nothing

Salespeople need to talk less and listen more.

Trust Is Invaluable in B2B Sales

Trusted companies garner twice as many recommendations, Forrester finds.

REAL ROI

Go Flooring’s Sales Hit the Ceiling

Roomvo's Visualizer tool helped Go Flooring exceed $12 million in sales in its first year.

Qualtrics Helps Dow Unlock $300 Million in Value

Insights from Qualtrics helped Dow boost customer satisfaction and digital transactions.

The Next Step

Nostalgic for Nice

Remember kindness in customer service?