June 2017

Magazine Features

Great Customer Service Takes Empathy

The debate rages on as to whether empathy can be taught

Cognitive Computing Energizes the Enterprise

Today's intelligent systems can learn from customer data to discover and provide insights that drive better experiences, heighten employee engagement, and inspire companies to innovate

A Marketer’s Guide to The Internet of Things

To remain competitive, marketers need to prepare now to capitalize on IoT technology

Front Office

Customers, Not Bots, Are Taking Over

In customer relationships today, there is no tolerance for slip-ups, no second chance to do better next time

Reality Check

Sales Is Like an Orchestra. Sales Enablement Is the Maestro

Multiple departments working at cross-purposes can sound a discordant note

Connect

A Customer-Engaged Culture Requires a Vital Ingredient—Trust

Customers trust ‘people like me'; it's time for your business to become ‘a company like me'

Pint of View

Waiter, There’s a Frog in My Soup

Customers will put up with a lot, but usually only so much.

Customer Experience

Can Chatbots Fully Replace Humans? Not Yet

But great customer experiences will rely on leveraging chatbots for their strengths.

Insight

Following The Sales Manager’s Guide to Greatness

Effective sales team leadership calls for a strategic approach to individualized coaching.

Improving the Marketer-Agency Model

Companies are just as much to blame for bad marketing relationships

Marketers Gain Reprieve in Privacy Rule Repeal

Internet service providers, and social networks, can continue to collect and sell customer data

Marketers Must Protect Their Reputations in the Age of Fake News

Pressure is mounting on marketers to better control where their brand messages appear.

ON THE SCENE—CRM Evolution: For Customers, Time and Efficiency Trump All

Speakers urged companies to adopt technologies that get customers in and out without a hassle

ON THE SCENE—CRM Evolution: Relationships Are Just as Important as Intelligence

While AI has its advantages, it can't display empathy, which is why businesses need to build relationships

ON THE SCENE—Customer Service Experience: Bots Are Only as Good as the Data

For chatbots to be effective, they need to deliver the right information with little effort

REAL ROI

Avidia Bank Cashes In on the Cardless Trend Using Hootsuite

The social platform helps harness influencers to spread the word on the bank's mobile app

InMoment Helps Solarity Gather Timely Feedback

The platform's listening posts enable the credit union to create member-centric services

Wiredrive Accelerates Customer Success with Totango

The media sharing and collaboration firm has built stronger bonds with its customers

The Next Step

Heroes and Cowards (and Contact Center Agents) Feel the Same Fear

But the actions they take are what separate them.