March 2020

Magazine Features

Where in the World Are Outsourcers Going?

Onshore and nearshore locations see the most contact center growth

In Modern Marketing, It’s All About Location, Location, Location

Technological advances are expanding what businesses can do with location-based marketing

Personas Become Key to Successful Marketing

Customer profiles can help reach buyers with precision, but it takes effort

Front Office

Onshoring and Offshoring Aren’t the Only Options

Where is outsourcing going? We were surprised to find out that, in many instances, it isn't going anywhere.

Reality Check

5 Customer Service Trends That Point to a Promising Future

Leaders finally realize what's best for customers is what's best for the company

The Tipping Point

Don’t Repel Sales Prospects You’re Trying to Attract

Here's how to get your foot in the door with a professional approach

Connect

Is Your Enterprise Ready for Direct-to-Consumer Business?

The final point of sale in an omnichannel marketplace is shifting

The Last Line

Here’s One of the Best Ways to Make Your Customers Happy

Make your agents happy first—and outsourcers demonstrate innovative ways to do that

Customer Experience

CRM’s Critical Role in Successful Digital Transformation

Putting customers at the center of your digital efforts involves sound CRM processes

Insight

B2B Needs to Align Digital and Humans

Sales require a human-centered approach supported by technology, Accenture finds

Customer Experience Measurement Must Be Consistent

Those who understand customer experience's impacts get bigger budgets, Gartner finds

Marketing Spending Expected to Grow This Year

Winterberry expects marketing investment to hit $390 billion, up 7 percent

Required Reading: Put Customers in the Driver’s Seat

Companies need to spend time with customers to avoid disruption

Shoppers Place Growing Emphasis on Convenience

97 percent of consumers have backed out of inconvenient purchases, NRF reports

Transparency Is Critical to Resolve Privacy-Personalization Paradox

Companies need to be up front with consumers before collecting personal information

REAL ROI

ThirdLove Gets Personal with Dynamic Yield

The retailer makes buying a bra a uniquely tailored experience for each shopper

Verint Portal Connects San Francisco Citizens to Services

SF311 is able to speed residents to the information they need

The Next Step

Will CRM Innovation Make You or Break You?

Understanding the critical elements of success and failure