January/February 2018

Magazine Features

The Contact Center in 2018: Helping Customers Help Themselves

This year, customers are demanding that service organizations build out self-service, automate where possible, and empower agents.

Tapping Into Social's Sphere of Influence

Digital influencers are the new stars of the internet, and the endurance of social media suggests they'll continue to be valuable. Here's what marketers need to know.

Include Sales in Customer Intelligence

Marketing and service teams know where customers came from, but do your salespeople?

Front Office

The Influence of So-Called Influencers Can’t Be Denied

Considering that word of mouth is still the best way to gain new business, influencer marketing makes a lot of sense—and cents

The Tipping Point

To Hit Sales Targets, B2Bs Need to Define Roles—and How They’re Compensated

All contributions to a sale aren't equal, and neither should be the rewards

Scouting Report

Speech Analytics Enters Its Next Act—Maturity

Speech and text analytics have become indispensable to the customer journey, and increased adoption and a replacement cycle are the next stage.

Customer Experience

Your Customer Data Is Limitless, and So Is Its Value

Your company can either navigate the digital deluge, or be swamped by it.

Small Biz Buzz

Some Big Numbers for Small Businesses to Embrace in 2018

Keep these eye-popping stats in mind when charting your course for the coming year.

Insight

Businesses Need to Know GDPR

Companies worldwide—and marketers in particular—need to prepare for the regulation, which takes full effect in May.

Marketers Must Watch Out for Video Ad Fraud

Video ad fraud is a threat, but companies can take precautions to protect their budgets and reputations

Required Reading: Avoid Dealing with Difficult Customers

Some customers are just worth letting go, regardless of their monetary value.

REAL ROI

Campus Protein Supplements Its Marketing with Nosto

The vitamin vendor builds customer trust using retail personalization technology

Slice Serves Up Automated Workflows with Kustomer

A technology provider for local pizzerias streamlines support operations with ticketing and communication software