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        Keith Dawson's Analyst Perspectives

        Account-based marketing (ABM) serves as a model for how a complex manual activity can be improved and automated. That does not mean it always goes well. ABM is a practice that many B2B marketers swear by, but it can be very difficult to get a technology-enhanced ABM program up and running.

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        Topics: Marketing, Marketing Performance Management, Product Information Management, Digital Marketing, intelligent marketing, Conversational Marketing, Digital Experience Platform

        The primary effect of the pandemic on agent/workforce management beginning in 2020 was a rush to re-site and re-equip contact centers and agents. This was achieved with a surprising speed and smoothness industrywide. But once achieved on a “temporary” or “emergency” basis, it became clear that this shift was going to be semi-permanent. Even if the majority of the agent population moves back into standard centers, there is now a consensus that some portion of the workforce will work from home....

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        Topics: Customer Experience, Voice of the Customer, Contact Center, agent management

        Customer support operations increasingly rely on automation and complex workflow processes to reduce costs and improve experiences. Automation also allows organizations to make their service processes richer, incorporating information and staff from back offices, for example, or embedding conversational tools into contact center processes.

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        Topics: Customer Experience, embedded analytics, Analytics, Contact Center, natural language processing, agent management, Customer Experience Management, Field Service, Process Mining, Streaming Analytics, AI & Machine Learning, customer service and support
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