June 2019

Magazine Features

Conversational Marketing: Ads with Instant Results

Chat-infused advertising is digital marketing without the wait

Companies Find Gold in Identity Resolution

Advanced solutions can now sift through customer data from many sources to create a single ‘golden record'

How to Empower Agents to Become Super Agents

With artificial intelligence handling simple tasks, agents need to develop new skills to meet customer expectations

Front Office

Don’t Let AI Distract from the Real Problem

It is clear that many organizations still struggle with the same issues thay had 10 or 20 years ago.

Don’t Let AI Distract from the Real Problem

It is clear that many organizations still struggle with the same issues they had 10 or 20 years ago.

Reality Check

AI Is Driving Sales Management’s Interest Across the Board

Not surprisingly, artificial intelligence is infusing every part of the sales process

Connect

Data Is Useless (at Least on Its Own)

Marketers should view data as just one ingredient in a successful recipe

The Last Line

Conversational AI Should Speak Plainly and Carry a Big Meaning

Highly technical or lawyerly utterances should be eschewed—in other words, lose the jargon

Customer Experience

Customer Engagement Has a New Destination: the Digital Hotel

Branded social communities can be re-imagined as rooms hosting private meetings, public seminars, and places to socialize

Voice of the Customer

How Do You Define CX Success?

When you put customers at the heart of your decisions, you're bound to succeed

Insight

AI Driving Growth, Efficiencies in Contact Centers, NICE Speakers Affirm

NICE proves it's all-in with artificial intelligence at its annual users' conference

Companies Can Learn a Lot from Warby Parker

Research from Forrester suggests that traditional retailers can benefit from adopting aspects of the direct-to-consumer playbook

On the Scene—CRM Evolution: CRM Still Faces Challenges, Most Speakers Agree

CRM systems have been around for decades, but interoperability and data silos still have to be overcome

On the Scene—Smart Customer Service: Companies Can’t Overlook the Human Element

Amid a flurry of technological innovation, people are still the best customer service tools companies have, speakers stressed

Required Reading: Making Sense of Irrational Loyalty

The right response to a crisis can lead to rabid devotion

REAL ROI

Diane von Furstenberg Raises Revenue with Personalization

After an online overhaul, Qubit Pro and Qubit Aura were used to create seamless multichannel visitor journeys

GardaWorld Freshens Its Service Capabilities

Freshworks helps the armored car services provider keep the money moving

Vertafore Ensures Great CX with NewVoiceMedia

The insurance software company has raised CSAT scores, reduced hold times, and increased chat interactions