Data AnalyticsEngagement & AnalyticsMarketing AutomationOctober 2018 Issue

The Evolution of Data Science

By Richard Boire It’s almost impossible to quantify the amount of data generated daily. You have transaction data, online files, social media data and, more recently, mobility data: the list goes on. Our ability to track and store all of this information opens up great opportunities, but the real challenge …

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Customer Relationship ManagementOctober 2018 Issue

The Evolution of Relationship Marketing

By Stephen Shaw Thirty years ago, the term relationship marketing quietly slipped into the business lexicon. At the time marketers were grappling with the early stages of market “demassification”, forcing them to work much harder to reach a mass audience. Meanwhile the introduction of marketing automation systems promised to make …

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Customer CentricityData AnalyticsOctober 2018 Issue

How Union Gas used data and analytics to reinvigorate a paperless billing campaign

Re-Energizing Success By Hugh Hibbert When it comes to getting consumers to switch to paperless billing, no Canadian utility does it better than Union Gas: but that doesn’t mean there isn’t room for improvement. Union Gas, a major Canadian natural gas storage, transmission and distribution company based in Chatham-Kent, Ontario …

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October 2018 IssueTargeting and Acquisition

Marketing Across Generations

How Best to Reach Gen X,Y and Z By Jessica Bevilacqua (left) and Elizabeth Del Giudice Millennials, i.e. Generation Y have been the hot button for marketers. It’s a logical strategy as they make up the largest population—80 million strong in the U.S. alone—with a disposable income set to reach …

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Customer CentricityOctober 2018 Issue

Invest in Support to Grow Loyalty

By Tyler Koblasa When interactive voice response (IVR) first hit the customer support scene in the late 1990s and early 2000s, it seemed like a service provider’s dream come true. No longer was a human representative needed for each step of the support process. Instead, customers could seamlessly guide themselves …

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Customer CentricityOctober 2018 Issue

Agent Engagement: The Key to Better Outcomes

By Blair Pleasant While more companies are focusing on the customer experience, the need to also focus on the agent experience is just as great as the agent experience directly impacts the customer experience. Why engagement matters Contact centre agents are the customer-facing employees, therefore agent engagement must be a …

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October 2018 Issue

Thank You For 30 Great Years

It Has Been Our Pleasure to Be Part of Three Decades of the DM Industry Thanks all of you, our friends, advertisers, partners, contributors and our staff, but above all our readers who have made our journey over the past 30 years great, exciting, memorable and worthwhile. We started DM …

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October 2018 Issue

Direct Marketing’s Bright Future in Canada

A strong history and a bright future: direct marketing in Canada By John Wiltshire On the 30th anniversary of DM Magazine, I find myself reflecting on the history and the future of direct marketing. The Canadian Marketing Association’s direct marketing roots run deep. In 1967, the Canadian chapter of the …

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October 2018 Issue

DM: It’s Personal for Air Miles

Direct Marketing: It’s Personal By Blair Cameron Since its inception in 1992, identifying, understanding and creating meaningful relationships has been core to the success of the AIR MILES Reward Program. When we first launched this uniquely Canadian coalition of more than 200 retail and service partners, direct marketing was defined …

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October 2018 Issue

Contact Centres: 30 Years of Looking Both Ways

Contact centres: looking back and looking forward By Colin Taylor DM Magazine is celebrating 30 years. Wow! 1988 sounds like eons ago but somehow at the same time it doesn’t feel like it was that long ago either. In 1988, I was much younger, thinner with less grey and more …

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