May 2020

Magazine Features

Selling Opens Up with 3-D Visualization

Marketing and sales reps are using 3-D technology to reach potential customers wherever they might be

Marketers Need to Optimize for Voice Search

The voice channel presents unique opportunities and challenges for marketers

Social Media Influencers Can Boost Customer Service’s Image

Businesses ask happy customers to share their feelings on social media

Front Office

Technology Can Help Us Through the Tough Times

COVID-19 spurred companies to finally start embracing new technologies to continue operations as their employees were being urged to stay home

Reality Check

In Times of Crisis, Contact Center Agents Must Practice Mindfulness

During COVID-19, agents will experience plenty of secondhand trauma. Here's how to keep agents healthy during stressful times

The Tipping Point

Leveraging CRM in the Face of COVID-19

With seismic changes in the way business is done, CRM and related platforms can help companies and the people they serve

Scouting Report

AI Will Change the Service Game, Eventually

In times of unprecedented uncertainty, one thing seems clear: artificial intelligence will drive the next business revolution

The Last Line

Empathy Has Its Limits, and It’s Also More Critical Than Ever

Accept that we're all human and let that be your guide, in personal and business contexts

Customer Experience

How to Avoid Dark Patterns that Frustrate and Anger Your Customers

At a time when trust is so critical, interface designs that mislead or trick customers are worst practices

Insight

4 Methods for Measuring Marketing’s Impact

With marketing budgets on the rise, Gartner details ways for leaders to identify ROI

CMO Responsibilities Need to Expand

Forrester says marketers need to be more customer-obsessed to succeed

Required Reading: Tips to Keep Customers from Going Away

Good customer experiences can lead to lifelong loyalty and growth

With Customer Service Spiking, Investments Should Focus on Productivity

Gartner suggests spending on technology that will increase employee performance

REAL ROI

5P Sees Leads Grow Threefold with Salesforce Essentials

The small consultancy has increased business and productivity with Salesforce's SMB solution

Gladly Is the Right Customer Service Fit for Andie

The swimwear retailer is buoyed by Gladly's efficient self-service tools