Like it or loathe it, 'omnichannel' can't be ignored...
Top features
Is outbound dialling dead and buried?
Following the news that PPI claim firms are responsible for half of all nuisance calls, is outbound finally on its way out?221
Four ways to make the digital database marketing dream a reality
Merging traditional database marketing and digital analytics data can provide powerful benefits.163
People are channels too: How staff deliver omnichannel experience
Much has been written about the changes need to execute omnichannel, but little about the need for an evolution of people.716
Editor's note
- Using social media to map the consumer journey to the customer experience
- First Direct: Six experience lessons from the bank that bucks the trend
- Omnichannel: New service buzzword, same service problems
- Why aren’t Voice of the Customer programmes proving their value?
- Marketing Cloud: The final nail in IT’s coffin?
