October 2015

Magazine Features

Navigating Big Data for Big Profits

How companies should choose it, when they should lose it, and why they should take cues from it

The Age of Speech Analytics Is Close at Hand

The "Johnny-come-lately" in contact centers is poised to become "Johnny-on-the-spot"

Design's Critical Role in Customer Engagements

To stand out from competitors, businesses must artfully craft experiences that resonate with customers and increase brand value

Front Office

Are Banks Too Big To Care?

Financial institutions should figure out a way to appropriately compensate disgruntled customers.

Reality Check

Today's Business Is All About the Process

It's what happens before and between transactions that will make your company stand out

The Tipping Point

Become a Multispeed Organization

In today's landscape, you need to find the right mix of traditional and digital

Connect

Reimagining CRM, Part One

CRM has lived through interesting times—and the changes aren't over

Pint of View

The Philosophy of Customer Relationships

We have the tech, but still lack true understanding

Customer Experience

Designing the Digital Customer Experience

The future of CX? Customer segments of one

Small Biz Buzz

Subscribe to Better Service

A subscription model provides the flexibility customers want—but you have to engage them to make it work

Insight

Analytics Advance Through the Cloud

The analytics-as-a-service market is expected to grow fivefold in five years

FCC Updates TCPA with Greater Protection Against Robocalls

New rules broaden the definition of robocalls and give consumers more opt-out options

On the Scene--CRM Evolution: CRM Is Evolving Toward the Internet of Things

As companies gear up for an ecosystem of connected devices, they must evolve their technologies to accommodate the demands of customers

On the Scene--Customer Service Experience: Explore New Channels, but Invest Wisely

Conference speakers urge companies to integrate channels for a seamless customer experience

On the Scene--Etail East: E-Commerce Requires Customer Trust

Companies should focus on giving customers a risk-free, and enjoyable, digital payment process

Required Reading: Why Everybody Matters

Organizations need to give workers a sense of purpose

REAL ROI

AAA Ohio Succeeds with Liveclicker's RealTime Email Tools

By making email-marketing campaigns more interactive, the club sees click-through rates jump 31 percent

Labor First Keeps a Customer-First Approach

A retiree benefits company uses NewVoiceMedia to support growth

Salesforce.com's Pardot Helps Field Nation Work the Field

The freelance-management platform provider feeds its sales team high-quality leads with Pardot's marketing automation system