May 2015

Magazine Features

The 6 Secrets of Successful Change Management

Are your salespeople resisting technology upgrade plans? ?Try these tips to bolster user adoption.

10 Ways to Liven Up Your Loyalty Program

Add functionality and flair to traditional rewards-based structures

Data Security Should Be in Everyone's Job Description

Protecting valuable customer information should begin in the contact center and end in the executive suite.

Front Office

Adapt or Perish When Digital Disruption Strikes

It's nice to have options—that's how disruption starts.

Reality Check

Contact Center Hall of Shame

The 11 worst customer service practices.

The Tipping Point

Tapping the Switching Economy

Three tips for keeping customers from straying.

Scouting Report

WFM Finds a Better Direction

Algorithms and simulation address a key mathematical challenge

Pint of View

Customer Experience: Code Blue

There's more to patient care than what happens within a hospital's walls.

Customer Experience

To Improve Customer Experience, Engage Your Employees

For better business results, give employees the support they need

Voice of the Customer

Catalysts for Change

Customer experience leaders can make a big impact in their business operations

Insight

The Customer Expectation–Experience Gap

Brand Keys' Customer Loyalty Engagement Index finds that many companies are unable to deliver on emotional values.

Rethinking Sales Incentive Management

Incentives offered to teams, instead of individuals, could better motivate reps.

At Adobe Digital Marketing Summit, Adobe Adds to Campaign and Experience Manager, Marketing Cloud

The vendor prepares for an era where "the product is the marketing."

At Forrester's Sales Enablement Forum, It's All About Getting the Story Right

As customers grow more independent, sales must leverage marketing content to become indispensible

At Microsoft Convergence, Dynamics CRM Gets a Major Overhaul for 2015

Microsoft's user conference highlights product launches and integrations around its CRM line.

Required Reading: Disrupting Digital Business Requires Right- and Left-Brain Thinking

Digital Darwinism is unkind to those who wait.

REAL ROI

Wine Enthusiast Uncorks More Personalized Email Campaigns with Bluecore Solution

A reduction in outgoing email increases revenue for the wine accessories company.

Bluenose Discovers Success with Its Online Community

Get Satisfaction's social community platform helps the CSM solutions vendor generate industry buzz

Customer Reviews Drive CitizenShipper's Word-of-Mouth Marketing

Trustpilot's review validation platform adds credibility to claims