May 2019

Magazine Features

GDPR: A Year Later

What's really changed since Europe's major privacy law took effect in May 2018?

Extraprise CRM: Extending Systems Outside the Four Walls

Companies are opening their CRM systems to partners, vendors, suppliers, and customers with new digital twin technology

Social Customer Care Requires Compassion

Companies can't rely solely on canned responses. Some interactions require a human touch

Front Office

The GDPR Needs to Have Its Teeth Sharpened

To not follow through on the enforcement side does everyone a disservice

Reality Check

Will Robotic Process Automation Replace Human Workers?

Automation will bring changes that rival those of the Industrial Revolution

Connect

Are Grocery Services Profitably Delivering on Customer Experience?

The last mile of direct-to-consumer supply chain is challenging

The Last Line

How Chatbots Can Create a New Kind of Agent

Conversational AI will change customer service, and humans will still matter

Customer Experience

Put Customer Insights at the Center of Business Transformation

Digital transformation initiatives are still giving customers short shrift

Insight

REQUIRED READING: Winning Business by Making The Transparency Sale

Selling transparency is key to topping competitors

The 3 Stages of Personalization

Gartner lays out the keys for personalization to help companies deliver helpful and relevant messages

Use of AI in Customer Service Doubled in 2018

Research finds massive growth in the number of companies using artificial intelligence to assist customers and contact center agents

REAL ROI

Helpshift Aids VCA in Pet Wellness

Mobile app and chat feature drive successful outcomes for vet care provider

OnPeak Sharpens Its Customer Service Skills

The hotel event booking provider reduced costs with Sharpen Technologies

The Next Step

Wake Up and Smell the Data

How the truth became irrelevant, and what we can do about it