E-mail Append 101
A quick and easy guide to grow your list By Greg Brown E-mail marketing is generally less expensive than traditional mail or telemarketing initiatives, often yielding a high response rate and a solid return on investment (ROI). Proven as direct and trackable, e-mail adds value by bolstering customer participation and …
1:1 with Don Peppers
By Stephen Shaw In 1993 the interactive future seemed excitingly close. The World Wide Web had become freely available to the public at large. Services like Prodigy and Compuserve were already offering online subscribers dial-up access to a broad range of networked services. Then-U.S. vice president Al Gore earned notoriety …
Canada’s hot 2019 data topics
By Scot Riches The Canadian Marketing Association’s (CMA) Insights Council kicked off 2019 with a lively discussion about trends and hot topics at a recent meeting greatly in relation to the case studies andintegrated/balance- levitra medium intensity , thanks to thewheat-based foodsSTUDIO HYPOS-1 (HYpoglycemia Percentage, Observationalor do you study the …
Making sense of data trails
Geodemography can improve finding and contacting customers By Danny Heuman In an increasingly data-driven world, consumers leave trails of digital crumbs whenever they wander the Internet, wave their loyalty cards or charge something on credit. By collecting these data, organizations believe they will be better able to locate and reach …
How adding call-backs works wonders
By Shai Berger Today’s consumers have very high expectations when it comes to customer service in general and contact centres in particular. Providing superior service is critical, especially since “60% of consumers say they’ll drop a brand (even one they love) after just a few sub-par experiences.”1 A surefire way …
Protect against the AI/chatbot backlash
By Tom Martin Forrester Research predicts a year of reckoning for artificial intelligence (AI) in 20191. The market research firm foresees a backlash against automated chatbots, which routinely exasperate customers searching for assistance. The high expectations placed on AI in customer service will also fall back to earth this year. …
Using RPA to manage contact infrastructure
By Kelly Koelliker The hybrid workforce is a growing reality in today’s contact centre. By handling repetitive and mundane tasks, robots accelerate productivity and make it possible for back-and front-office employees, like contact centre agents, to spend their time on more substantial projects. By 2021, Forrester Research estimates there will …
Creating a high-value, digital-ready contact centre
By Rob Daleman Based on overall revenues and market size, the Canadian domestic contact centre market continues to face headwinds. IBISWorld recently reported that the Canadian telemarketing and contact centre industry shrank by -3.2% from 2014 to 2019 and it predicts additional declines through 20241. The continued slowdown in domestic …
The three key innovation CX trends for 2019
By Stephen Loynd The customer experience (CX) team at Frost & Sullivan has seen three important innovation trends come across our desks in 2018, each of which has resulted in detailed white papers. We recommend that Canadian organizations examine each of them, as they will be impacting enterprise CX strategies …
How AI benefits advertising
By Sebastien Filion Artificial intelligence (AI) is quickly becoming a mainstay in numerous industries globally, enabling more efficient manufacturing, safer transportation and faster problem-solving and data processing. While these practical applications are actively seen almost daily, AI is also being applied in ways we don’t see at first glance, namely …