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Like any marketing initiative, the success of an AI-driven effort will depend on how well you know your customers—who they are, and where they are going.
As with any community of like-minded people, keeping your virtual community members informed, involved, and connected is critical to success.
Automating CRM-related processes will be key to keeping businesses competitive in the coming years, but it can also detract from your performance if it's not done right.
The amount of data in our lives is expanding all the time. Taming it through visualization can help you make sense of it—and grow your business.
It might be if prospects and customers are turning away frustrated.
With automation, contact centers will become specialized, high-touch operations handling detailed customer interactions. (Featured on SmartCustomerService.com.)
With the call-back option becoming more popular, it's important that company reps leave the right voicemail messages. (Featured on SmartCustomerService.com.)
Connected and proactive customer service programs mean fewer escalations and simpler customer journeys. (Featured on SmartCustomerService.com.)
Authenticating customers doesn't have to be as complicated as companies have made it out to be in the past. (Featured on SmartCustomerService.com.)
Before you achieve the necessary integration, your sales and marketing teams have to carry out the crucial first step: communication.
Contact centers need to adjust their approach to technology, customer engagement, and employee motivation. (Featured on SmartCustomerService.com.)
Creating value for customers is key. Also important: knowing whether there's value to create in the first place.
Companies that view the technology as a threat instead of an asset risk failing to see all the ways artificial intelligence can help grow your business.
A well-organized omnichannel experience has become more than a nice-to-have—it's now imperative to growth for both product- and service-oriented companies.
CRM systems are made even more powerful by adding predictive analytics, but you have to make sure your data is up to the challenge.
Sound account planning has to become a habit, a natural part of your organizational rhythm. Here's how to get everyone on board to make it happen.
Bots should be considered for more than just their cost-saving potential. (Featured on SmartCustomerService.com.)
The optimal way to engage customers is in conversations that span device types and modalities. (Featured on SmartCustomerService.com.)
Invest in the right research, training, and technology to help agents inform consumers. (Featured on SmartCustomerService.com.)
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