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• Customer retention vs. acquisition: What's the difference?

  Finding new customers can be a challenge, but so is keeping them happy and loyal to the business. This makes customer acquisition and retention critical to successful marketing. Continue Reading

• Contact center outsourcing: What businesses need to know

  Businesses use contact center outsourcing to alleviate agent understaffing, expand customer service and reduce costs, but loss of control and service inconsistency are concerns. Continue Reading

• How to manage today's remote contact center agents

  Technologies like agent analytics, video conferencing, collaboration tools, workforce management applications and cloud software can help manage remote contact centers. Continue Reading

• The ultimate contact center security checklist

  If customers know organizations can keep their data safe in the contact center, they have more positive experiences. This checklist of best practices can help establish that trust. Continue Reading

• 10 must-have contact center skills for agents in 2024

  Contact center agents must have a wide range of interpersonal and technological skills to interact with customers and resolve their issues in a timely and empathetic manner. Continue Reading

• Customer experience vs. user experience: What's the difference?

  Customer and user experiences sound similar, but they serve different purposes. Together, they can improve organizations' relationships with customers.Continue Reading

• 8 contact center metrics to improve agent performance and CX

  These metrics measure and report on productivity and effectiveness at the contact center agent level to ensure performance aligns with the overall mission of the organization.Continue Reading

• 7 contact center trends for 2024 and beyond

  As contact centers trend toward becoming viable profit centers, AI's influence is at the core of conversational analytics, omnichannel communications and a mobile-first strategy.Continue Reading

• 6 benefits of video marketing

  Video marketing can help organizations engage audiences on an emotional level. Key benefits include building trust, enhancing SEO and improving the sales process.Continue Reading

• Contact center compliance checklist for modern workforces

  A contact center compliance checklist can serve as a starting point for contact center managers as they seek to comply with internal and external requirements.Continue Reading

• Google isn't killing third-party cookies: What now?

  The end of third-party cookies was on the horizon for years. For marketers, this termination meant finding new strategies and alternatives to third-party data.Continue Reading

• How to improve the contact center experience for customers

  Customers want their contact center interactions to be fast, seamless, tailored and personal in the form of mobile apps, self-service, improved IVR and knowledgeable human agents.Continue Reading

• 8 contact center challenges in 2024 and how to overcome them

  Multifunctional contact centers must meet the expectations of savvy customers, hire and maintain qualified agents, monetize data, safeguard information and modernize operations.Continue Reading

• 10 types of contact centers explained

  Contact centers are the front line of communication between the enterprise and customers. But no two facilities are alike, so it's best to know which type fits business goals.Continue Reading

• Top 10 customer data privacy best practices

  To ensure customer data remains secure and inaccessible to bad actors, organizations should implement best practices such as frequent data audits and employee trainings.Continue Reading

• How to optimize for the zero moment of truth

  A zero moment of truth shapes CX, yet many organizations don't know they have control over it. Learn how to tackle the zero moment of truth expertly.Continue Reading

• 5 benefits and examples of phygital customer experience

  Modern customers expect brands to blend physical and digital channels for seamless CX -- often called phygital experiences. In turn, it helps businesses learn more about customers.Continue Reading

• Will AI replace customer service reps?

  AI can streamline customer interactions and save organizations money, but will it replace customer service agents? Maybe, but customer service will always require a human touch.Continue Reading

• How to create an omnichannel marketing strategy

  Marketers often struggle with the complexities of omnichannel implementation. To get started, they can set their business goals and invest in the right technologies.Continue Reading

• How to find the customer journey moments of truth

  A moment of truth can turn a potentially positive experience into a negative one, and vice versa. Understanding moments of truth requires a complete knowledge of the customer journey.Continue Reading

• 6 challenges of omnichannel marketing

  When marketers use omnichannel strategies to engage customers across touchpoints, they often face challenges with personalization, campaign tracking and brand consistency.Continue Reading

• 6 real-life examples of effective diversity marketing

  Inclusive marketing can take many forms but always requires authenticity. Explore these real-life examples from companies like Breezit, LLYC and Stallion Express.Continue Reading

• 8 free marketing automation tools for SMBs

  Marketing automation can help any business engage more customers, but SMBs might need it most. These free tools can help small marketing teams get started with automation.Continue Reading

• 6 benefits of omnichannel marketing

  Omnichannel marketing shares data between interaction channels, like email and live chat, to improve CX. Key benefits include enhanced personalization and customer loyalty.Continue Reading

• Top 6 marketing automation certifications and courses

  With the right marketing automation certifications, SMBs and small marketing teams can gain the skills and expertise needed to compete with larger companies in their markets.Continue Reading

• 10 marketing trends to watch for in 2024

  Marketers in 2024 must embrace AI, voice search, chatbots, personalized marketing, video, social commerce, influencers, VR, sustainability and big data for a competitive edge.Continue Reading

• 7 customer experience trends to know in 2024

  Customer experience trends like AI, customer data management and loyalty programs can all help organizations ensure they can attract and keep customers.Continue Reading

• Field service management software vendors to know in 2024

  The world of hybrid work turned nice-to-have field service features -- like remote project management and automation -- into vital capabilities. Learn which features vendors offer.Continue Reading

• Compare the top 10 marketing automation software

  With the right marketing automation software, marketers can streamline their workflows and focus more on creative tasks. This list compares the top vendors in this space.Continue Reading

• Why is marketing automation important?

  Marketing automation can eliminate repetitive tasks and create a more personalized customer experience. Learn more about the future role of AI in marketing automation.Continue Reading

• 8 types of marketing automation, with examples

  Just as there are different types of marketing, automation types differ, too. Explore real-world examples of each type and learn how businesses can benefit from them.Continue Reading

• Why is a customer experience framework essential?

  A customer experience framework can help CX teams streamline their workflows, showcase the value of a customer-first culture and improve customer engagement and satisfaction.Continue Reading

• 8 ways to measure sales enablement metrics

  Measuring sales enablement metrics can increase efficiency for sales teams and drive revenue growth. Learn which metrics to track and real-world uses for each.Continue Reading

• How product-led growth can help scale your business

  With a product-led growth strategy, you can take the pressure off your sales and marketing teams and center what really matters: the product and the customer.Continue Reading

• How to reduce customer service costs

  As organizations adjust to today's economy, CX managers should implement new technologies and strategies to reduce customer service costs without sacrificing quality.Continue Reading

• 10 sales enablement best practices

  A proper sales enablement strategy can help businesses improve revenue, training for sales teams and overall CX. And, with the right tools, teams can become more efficient.Continue Reading

• What does it mean to be customer obsessed?

  Customer obsession can boost a brand's reputation and profits. But it requires C-suite dedication to CX, high levels of personalization and a positive employee experience.Continue Reading

• 7 ways to successfully align your sales and marketing teams

  Learn how to create a close collaboration between sales and marketing that can lead to more effective marketing campaigns, an increase in qualified leads and a boost in revenue.Continue Reading

• How to create a customer journey map -- with template

  Customer journey maps help CX teams delve into the data gathered during a customer's experience. They also help businesses to understand the failures and successes of sales.Continue Reading

• 6 ways customer experience can increase sales

  Organizations that offer a positive CX can boost customer loyalty, reduce churn and increase word-of-mouth advertising. Explore six important ways CX increases sales.Continue Reading

• How to fit customer experience security into your strategy

  Most organizations overlook security in their CX strategies. However, with collaboration, personalization, CIAM controls and more, organizations can offer a secure and positive CX.Continue Reading

• 7 ways to collect customer data that keep you compliant

  Organizations can collect customer data through cookies and sales transactions, but they must be transparent and ensure they follow government regulations for data privacy.Continue Reading

• 5 tips for creating customer journey maps from buyer personas

  Organizations can create a journey map for each buyer persona. To create the map, CX teams should use data, consider many viewpoints and apply a central governance framework.Continue Reading

• 8 customer journey KPIs that businesses should track

  To ensure CX teams properly track their customers' journeys, use KPIs such as churn and engagement rates to help inform what users enjoy and where they get stuck.Continue Reading

• What is the role of a customer relationship manager?

  The customer relationship manager -- a role that differs from a CRM manager -- has a challenging and ever-evolving role to play when it comes to optimizing the customer experience.Continue Reading

• The 5 indicators of healthy sales-marketing alignment

  How can a business ensure sales and marketing teams communicate and are on the same page? Ask these five questions and make sure both teams share a common language.Continue Reading

• 4 components of a customer obsession model

  Customer-obsessed organizations put customers at the heart of their operations. A customer obsession model requires important elements like a data strategy and leadership support.Continue Reading

• Monitor generative AI in customer experiences -- or else

  As marketers and customer service leaders deploy generative AI tools that tech vendors are rapidly commercializing, they should monitor U.S. FTC guidance.Continue Reading

• CXM vs. CRM: Which platform is best for your business?

  CXM and CRM systems help organizations boost customer satisfaction, but CXM focuses on how customers perceive a brand, while CRM helps employees understand their customers.Continue Reading

• How to create customer profiles, with examples

  Creating customer profiles gives brands a deep understanding of their customers' needs and results in more successful marketing strategies. Here are the steps to get started.Continue Reading

• 6 risks of ChatGPT in customer service

  Despite ChatGPT's customer service benefits, organizations must understand the technology's risks, such as fabricated information, bias and security concerns.Continue Reading

• How to avoid greenwashing as a marketer

  Greenwashing can erode customer trust and damage brand reputation. To avoid it, organizations can offer evidence to support their claims and use sustainability certifications.Continue Reading

• partner relationship management (PRM)

  Partner relationship management (PRM) is a combination of the software, processes and strategies companies use to streamline business processes with partners that sell their products.Continue Reading

• Advice for marketing personalization

  Business professionals have become numb to the plethora of marketing emails they receive every day. However, personalized messaging can grab their attention.Continue Reading

• 7 customer success best practices

  Customer success aims to ensure a positive CX after the sales process is complete. These best practices can help teams stay on track and keep customers satisfied.Continue Reading

• Why is sustainable marketing important?

  On a grand scale, sustainable marketing brings awareness to environmental and social issues. On a business level, this practice can improve brand loyalty and worker engagement.Continue Reading

• 5 examples of e-commerce content marketing strategies

  Content marketing strategies with personalization, thought leadership research, SEO and diverse content types can help e-commerce companies reach and engage more customers.Continue Reading

• 6 e-commerce email marketing strategies to heed

  Building a database, nurturing existing customers and using an email service provider are some e-commerce email marketing strategies to help businesses increase revenue.Continue Reading

• 4 types of customer data platforms

  Data consolidation CDPs simply collect and unify customer data. Other CDP types, such as automated analytics and automated actions CDPs, go a step further and analyze data.Continue Reading

• 5 examples of personalization strategies

  These real-world personalization strategies -- mixed with intent-based marketing, targeted emails and multimedia -- helped create long-lasting relationships with engaged customers.Continue Reading

• 10 e-commerce marketing strategies for your business

  Marketers have myriad tools in their belts -- from SEO to influencers to technology and tools. These strategies can improve anyone's e-commerce marketing plan.Continue Reading

• Business benefits of a customer self-service strategy

  Self-service channels can save organizations money while improving CX -- if done right. Explore these benefits and tips to keep in mind when building a self-service strategy.Continue Reading

• Top e-commerce challenges for 2023 and how to overcome them

  2023 will bring many e-commerce challenges that were exacerbated by the COVID-19 pandemic, like international trade and rising customer expectations. Here's how to overcome them.Continue Reading

• Top 8 workforce optimization software tools to consider

  Workforce optimization platforms combine scheduling features with gamification tools to help contact centers boost productivity. Top tools include Nice CXone, Genesys and Five9.Continue Reading

• 10 tips to enhance and promote self-service platforms

  Self-service platforms should be visible to customers, emphasized across all touchpoints and meet customers' needs. These tips can help enhance and promote self-service.Continue Reading

• Why is customer self-service important for contact centers?

  The advancement of conversational AI coupled with customers' growing desire for empowerment has made self-service channels critical for contact centers.Continue Reading

• How to create a zero-party data strategy

  Zero-party data can enable better personalization and customer retention without tracking users across sites, like third-party cookies. These steps can kickstart your strategy.Continue Reading

• Top 10 e-commerce software companies

  E-commerce platforms can help organizations design and operate engaging online shops. Companies like SAP have offerings for large enterprises, whereas GoDaddy and Wix target SMBs.Continue Reading

• How to market a loyalty program effectively

  Loyalty programs boost customer retention, but organizations must first convince customers to sign up. Marketers can incentivize referrals and use mobile apps to gain enrollment.Continue Reading

• AI chatbots don't need to be sentient, they just need to work

  Chatbot users, vendors and ex-Google engineer Blake Lemoine discuss what is needed to make current chatbot tech more effective for customer service organizations.Continue Reading

• Understanding the customer journey on a mobile app

  Customers' journeys can vary based on the channels they use to interact with brands. For mobile apps, points of purchase, UX and easy onboarding are critical.Continue Reading

• What's the difference between SCM and CRM?

  CRM platforms track customer interactions, whereas SCM platforms track materials and product shipments. Tech buyers should know how these platforms differ before making a purchase.Continue Reading

• 5 customer journey phases for businesses to understand

  The customer journey contains several stages -- from the presale stage of awareness to post-sale advocacy -- and understanding each phase is key to business success.Continue Reading

• What are the benefits and challenges of CRM?

  CRM platforms can boost CX with business insights if sales agents use them properly. Sales leaders should know the benefits and challenges of these platforms before purchasing.Continue Reading

• The future of DMPs in a post-cookies world

  DMPs are still important in marketers' jobs, but the move away from third-party cookies threatens the DMP's future. Here's what marketers and DMP providers need to know.Continue Reading

• Smart brands will change approach to marketing email, cookies

  You'd think marketers got the hint to move past third-party cookies and marketing emails once Google, Apple and regulators all stepped in to protect consumers. Not yet.Continue Reading

• customer-managed relationship (CMR)

  A customer-managed relationship (CMR) is a relationship in which a business uses a methodology, software, apps and perhaps internet capability to encourage the customer to control access to information and ordering.Continue Reading

• How to train agents on call center fraud detection

  Poorly trained call center agents are easy targets for bad actors. Organizations must prepare for call center fraud with proper agent training and anti-fraud technologies.Continue Reading

• The future of customer service: 12 trends to watch

  Advanced technologies continue to shape customer service goals to streamline digital workflows, increase positive experiences, lower agent turnover and improve contact center ROI.Continue Reading

• Why businesses need voice of the customer analytics

  With multiple methodologies for gathering customer feedback, it is more important than ever to analyze and create action plans based on voice of the customer analytics.Continue Reading

• 4 tips for creating a personalized marketing strategy

  Companies must deliver relevant content and personalize their marketing strategies if they want to see an increase in revenue and brand loyalty.Continue Reading

• The future of personalization in marketing

  One-size-fits-all messaging doesn't cut it anymore when it comes to CX. Companies need to personalize their experiences to keep up with the competition.Continue Reading

• 3 ways to attract customers to your online store

  Competition among e-commerce companies is high, so marketers must get creative to attract customers. Here are some ways that marketers can generate interest.Continue Reading

• 10 lead scoring best practices to improve sales efficiency

  Lead scoring helps sales and marketing teams identify which customers to pursue based on a points system. Lead scoring aims to develop sales-ready leads.Continue Reading

• How to craft an effective multichannel marketing strategy

  Multichannel marketing strategies enable a company to reach target audiences on their preferred channels, as well as provide a competitive edge compared to other businesses.Continue Reading

• 4 tips for effectively handling emails in a call center

  New service channels emerge, but email remains a popular way for customers to contact businesses. Call centers should use the proper email management software and strategies.Continue Reading

• The top real estate CRM software

  Today's competitive real estate market highlights the importance of CRM systems that provide listings management and property tracking, as well as typical CRM system features.Continue Reading

• Empathy in customer experience drives company success

  Businesses that encourage employees to use empathy with customers can increase loyalty and satisfaction. Leadership must recognize the importance of empathy in the company.Continue Reading

• 5 ways to improve a customer self-service strategy

  In today's digital world, self-service options are a must to inform, engage and retain customers. Here are some ways businesses can improve those self-service options.Continue Reading

• The 7 most effective ways to connect with customers

  Businesses need to prioritize building a connection with customers. By doing so, companies get to know their customers on a personal level and can better serve their needs.Continue Reading

• How to create a customer satisfaction survey

  Businesses need to have a plan in place before sending out customer satisfaction surveys. Acting on customer feedback is just as important as collecting it.Continue Reading

• What the loss of third-party cookies means for IT departments

  Due to browsers and companies making it all but impossible to use third-party cookies, companies should consider a strong foundation of customer data to stay relevant.Continue Reading

• Prioritize human-centric CX and EX to survive the pandemic

  Ricardo Saltz Gulko breaks down why businesses should consider a human-centric approach to employee and customer experience, and provides six principles upon which to do so.Continue Reading

• Why companies shouldn't overlook mobile customer engagement

  Companies that have a mobile customer engagement strategy can improve personalization, connect with customers over various channels and provide an easy buying process.Continue Reading

• Transactional vs. relationship marketing: Key differences

  Some companies thrive on building strong relationships with customers, while others want to make a sale without long-term commitment. Either way, the business needs a strategy.Continue Reading

• 8 customer service metrics to measure call center success

  Measuring call center metrics and KPIs benefits organizations by showing where issues occur. Average handle time, service level and cost per call are a few metrics to start with.Continue Reading

• How listening to the voice of the customer benefits businesses

  Karen Mangia's book, 'Listen Up! How to Tune In to Customers and Turn Down the Noise' talks about the importance of listening to the voice of the customer in the business world.Continue Reading

• 7 ways to avoid remote work burnout in call centers

  Many factors contribute to remote work burnout, including juggling too many tasks, isolation and a work-life balance. Here are some tips for managers to help minimize burnout.Continue Reading

• 8 best practices for call center monitoring programs

  To create the foundation for an advanced quality monitoring program, contact centers need to invest in call monitoring and speech analytics software.Continue Reading

• How to write a marketing email: 10 tips

  There are a number of components that make up a compelling marketing email, including content readers want, photos and videos, calls to action and mobile optimization.Continue Reading