July 2013

Magazine Features

Healthcare Gears Up for Coming Mandates

This article was previously published in Speech Technology (Summer 2013). Click here to read the full article.

Mobility Drives Multichannel Video Strategies

The personal nature of the platform requires new customer engagement tactics.

The Prospects and Limitations of Neuromarketing

Companies bring an emerging science to the art of marketing.

Front Office

(Ap)perception Becomes Reality

Neuromarketing aims to uncover what's going on at the subconscious level.

Reality Check

Making the Play with CRM

As with baseball, customer service is a waiting game.

The Tipping Point

Navigating the New Customer Landscape

Create a brand experience to meet consumers' changing needs.

Scouting Report

Workforce Management: Better but Not Good Enough

What makes an ideal solution?

Pint of View

Why CRM Is a Balancing Act

Are CRM vendors sending mixed messages, or complementary ones?

Customer Experience

Happy Agents, Happy Customers

Increased agent productivity leads to increased satisfaction.

Small Biz Buzz

Screaming for a Good, Fundamental Customer Experience

Sometimes the fun, shiny objects are just the cherry on top.

Insight

Big Data and Customer Experience Begin to Converge

But 54 percent of companies view big data analysis as one of their challenges.

Big Data Demands Organizational Change

Technology is only one part of the equation.

Drug Makers Are in the Midst of a Digital Revolution

Pharmaceutical firms are sharpening their focus on multichannel marketing and analytics.

Enterprise Software Retools Customer Experiences

Disruptions in the traditional sales model create urgency for vendors and opportunities for end users.

SMB Mobile Adoption Is on a Fast Track

Sixty-eight percent will increase mobile spending in the next year.

Turn Customers Into Raving Fans

It's not about points or rewards cards.

REAL ROI

'Citizen Commerce' Site Highlights Products with Meaning

Curalate helps The Grommet succeed in social media promotions.

Publishers Clearing House Clears Coregistration Concerns

The company bolsters its customer base with eWay's multichannel acquisition solution.

Vivint Finds Service Success with RightTime

The home automation services company uses agent downtime to increase productivity.