Navigating Big Data for Big Profits
How companies should choose it, when they should lose it, and why they should take cues from it.
The Age of Speech Analytics Is Close at Hand
The “Johnny-come-lately” in the contact center is poised to become “Johnny-on-the-spot.”
To stand out from competitors, businesses must artfully craft experiences that resonate with customers and create brand value.
Are banks too big to care?
What happens before and between transactions can make your company stand out.
The future of CX? Customer segments of one.
The Tipping Point
In today’s landscape, you need to find the right mix of traditional and digital channels.
A subscription model provides the flexibility customers want—but engagement is key.
CRM has lived through interesting times, and more changes are on the way.
We’ve acquired the technology for CRM—but where’s the philosophy?Insight
FCC Updates TCPA with Greater Protection against Robocalls
New rules broaden the definition of robocalls and give consumers more opt-out options.
Analytics Advance Through the Cloud
The analytics-as-a-service market is expected to grow fivefold in five years.
On the Scene: CRM Evolution
CRM Is Evolving Toward the Internet of Things
On the Scene:
Customer Service Experience
Explore New Channels, but Invest Wisely
Conference speakers urge companies to integrate channels for a seamless customer experience.
On the Scene: eTail East
E-Commerce Requires Customer Trust
Companies should focus on giving customers a risk-free, and enjoyable, digital payment process.
Required Reading
Why Everybody Matters
Organizations need to give workers a sense of purpose.
Real ROI
Salesfoce.com’s Pardot Helps Field Nation Work the Field
Labor First Keeps a Customer-First Approach
A retiree benefits company uses NewVoiceMedia to support growth.
AAA Ohio Succeeds with Liveclicker’s RealTime Email Tools
crm user companies
advertisers
CRM Save the Date
www.crmevolution.com
Gilbane
www.gilbaneconference.com
ITI Practical Books
www.infotoday.com
Maritz
www.MaritzCX.com/CXeBook
SJS/VoxPeritus
www.sjssolutions.com/crm10
Smart Customer Service
www.smartcustomerservice.com
SugarCRM
www.i2i.sugarcrm.com
best practices sponsorS
inContact
www.incontact.com
MaritzCX
www.maritz.com
NICE
www.nice.com
SAP
www.sap.com
Scribe Software
www.scribesoft.com
Verint
www.verint.com
web events
CRM Roundtable (9/16)
http://webinars.destinationcrm.com/
roundtable/775
CRM Roundtable (9/30
http://webinars.destinationcrm.com/
roundtable/777
SugarCRM (9/9)
http://webinars.destinationcrm.com/
sugarcrm/801