May 2017

Magazine Features

Tips for Maximizing CRM Investments

It's good to have a powerful CRM system, but one that is useful offers the best payoff

Bots Should Be in Your Contact Center’s Future

The technology emerges as businesses look to artificial intelligence to improve customer service

Making the Most of Marketing Money

How to develop a successful CRM strategy while simultaneously enabling connections between consumers.A Q&A with Brian Border, vice president of CRM at Shutterfly

Front Office

CRM Is More Than Just Technology

Businesses can't rely solely on their system vendors to keep their CRM solutions up to date, functional, and otherwise used by employees.

Reality Check

Will Customer Journey Analytics Be the Next CRM?

CJA looks to capture the kind of customer knowledge—spanning channels and touch points—enterprises have long sought

The Tipping Point

5 Ways to Invest Wisely in Customer Loyalty

Loyalty investments in their current form are not generating all the value they could.

Pint of View

You Can’t (Mis)Handle the Truth!

Thoughts on the role of truth in a post-facts world.

Customer Experience

Nine CX Trends to Watch

The roles of purpose and emotion join some usual suspects (mobile and self-service).

Voice of the Customer

7 Signs Your CEO Is Customer-Focused

High-growth companies prioritize CX, and you'll find the following characteristics in those at the helm.

Insight

Advertising Returns to Local TV

Spending on TV advertising is expected to soar, despite the trend to cut the cord

Amazon Moves Alexa into the Contact Center

Amazon Connect positions AWS as a contact center solutions provider

Required Reading: Connecting with The Transformational Consumer

The most impactful customers are seeking health, wealth, and wisdom

REAL ROI

AmRest KFC Satisfies Customers with LoyaltyPlant

A fast-food chain franchisee increases Eastern European foot traffic with a mobile app

TechStyle Gets NICE with Its Employees

An agent engagement tool and precise staff forecasting provide a path to better experiences for employees and customers

Vodafone Sharpens Supply Chain Management with Celonis

Thanks to the vendor's Big Data process mining analytics, the telecom giant's business operations get more transparent, and leaner