October 2019

Magazine Features

Deeper Relationships Require Intelligence

Companies need new technologies to connect the dots in customer data

The Meandering Path from IVRs to IVAs

Opportunities abound for emerging voice intelligence solutions, but companies need to be mindful about what the systems can and cannot deliver

Strategies to Keep Revenue from Slipping Away

Revenue leakage happens, but you can limit just how much is lost

Front Office

Amid Economic Uncertainty, Optimize, Don’t Downsize

Department heads need to look beyond simple expense trimming and instead focus on optimizing what they already have

Reality Check

The Reality of AI—Once You Get Past the Hype

Artificial intelligence is widely claimed, but practical uses are not widely found just yet

The Tipping Point

Is Your CRM as Intelligent as It Should Be?

CRM platforms must capture and organize ever-increasing amounts of data, and AI can help

Connect

Where Systems of Record Will Go from Here

They're continually evolving, not going away

The Last Line

The ‘Cost Center’ Notion Must Go (Finally)

Companies claim to be customer-obsessed, but customers themselves feel otherwise. What's not adding up?

Customer Experience

The Next Step in CX: Ambient Experiences

Customers will soon expect real-time experiences that are automatic, natural, unique, and contextually relevant

Small Biz Buzz

How Can AI Help Small Businesses with CRM?

This year's installment of ‘ask the vendors' features the tech topic on everyone's mind

Insight

Customer-Centricity Is Key to Sales Success

Sellers must be able to provide perspective to customers, CSO Insights suggests

Marketers Emphasizing E-Commerce Over Advertising

Gartner uncovers more investment in digital commerce than digital ads

Nearly a Quarter of Sales Reps Are Looking for New Jobs

Gartner offers tips for attracting and retaining top inside sales reps

Required Reading: Tips for Truly Memorable Experience Design

Customer service is founded on three pillars called the Service Trifecta

Sense-Makers Are Sales Closers

Gartner finds that salespeople who help buyers make sense of their options are more successful

REAL ROI

Swrve Boosts User Engagement for Cinedigm

The entertainment studio improved mobile customer click rates, completion rates, and app sessions

The State of Customer Service Automation 2019

Insights from 75 million issues & 71 million bot interactions reveal how automation trends are driving customer service forward. Download this report to learn about the impact of customer service bots on standard contact center KPIs.

UJET Puts Dia&Co on the Plus Side of the Ledger

The fashion retailer has boosted customer satisfaction with its new contact center platform