December 2018

Magazine Features

Meet Customers with Messaging

Customers are using messaging apps, so companies need to adopt them too

Digital Sales Transformation Needs the Right Connections

Companies that have had strong sales in the digital world needed more than just a computer

Mastering Data Requires Attention to Detail

Businesses needing a 360-degree view of their customers can achieve it if they're willing to put in the work

Front Office

I’m Giving You Good Information. Use It!

Knowing which leads to call and which ones to avoid is valuable data

Reality Check

Small Businesses, Take Note: AI Is Ready for Prime Time

It's not just for big enterprises anymore. Even mom-and-pop shops can use AI to optimize sales

Scouting Report

Smarter Bots Mean Greater Innovation, Productivity, and Value

Robotic process automation is allowing companies to re-imagine and re-invest in all aspects of their businesses

The Last Line

With Customer Experience, ‘Good’ and ‘Consistent’ Aren’t Always the Same Thing

Experiences that lead to happy customer outcomes can yield less-than-ideal business outcomes

Customer Experience

Data Analytics Is Better, Easier, and More Critical Than Ever

Successful companies have made data analytics a part of their DNA for a reason

Insight

Customers’ Elements of Value Affect Company Performance

In a new report, Bain & Company found that value elements directly influence revenue, market share, customer loyalty, and willingness to pay in 22 consumer categories

Required Reading: Competing on Customer Experience Requires a 'Growth IQ'

Companies still need to put customers first to grow their revenue

The Post-Purchase Experience Is Essential to Retaining Customers

A recent report from BRP lays out eight best practices for retailers to improve the post-purchase experience

Unified Commerce Is Essential to Meeting Customer Expectations

BRP identifies five areas that retailers need to work on to develop a unified experience

REAL ROI

KitchenAid Cooks Up a Winner with CX Social

Adding Clarabridge's social customer care solutions improves speed of response for the appliance maker

Vibrant Credit Union Moves to Video Banking with Sharpen

Sharpen's cloud contact center platform enables customers to use video kiosks at Vibrant's branch locations

The Next Step

CRM’s Unexpected Science

When synergy makes a difference