1to1® In Action Series

The 1to1 In Action Series is a special supplement dedicated to sponsored content – from essays, white paper excerpts or case studies. This multichannel program is designed to keep our readers informed on the latest technology solutions and how they are helping leading companies achieve their goals.

Click here for upcoming 1to1 In Action Topics

Strengthening Self-Service via Speech Technology

Strengthening Self-Service via Speech Technology
As busy customers look for convenience and ways to save time, they are more willing to use self-service technologies. According to Forrester, 72 percent of customers now prefer self-service over calling an agent. Understanding customer behaviors and preferences like these are the key to successful virtual agents and intelligent IVR systems.

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Intelligent Contact Center

Architecting the Intelligent Contact Center
Companies with global customer service operations face many challenges. In this In Action paper, industry experts share advice for how to use customer data, workforce optimization tools, analytics, and agile contact center platforms to deliver personalized experiences across the globe.

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social loyalty

Connecting With the Social-Savvy Customer
Learn how companies that monitor and respond to social media cues can develop effective engagement strategies that strengthen customer loyalty.

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Integrated Marketing

Integrated Marketing: Taking Customer Engagement to the Next Level
Download our latest In Action guide to learn how gathering, analyzing, and acting on the full stream of data that's shared by customers can enable companies to craft successful integrated marketing strategies that engage and drive sales.

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Revolutionizing the Omnichannel Customer Experience

Revolutionizing the Omnichannel Customer Experience
As customers use of SMS, Web, mobile, and social channels proliferate, many companies are struggling to provide seamless omnichannel experiences due to channel or functional (customer service, marketing) silos. Companies that get it right are able to boost customer satisfaction and enjoy a host of business benefits. Download the new 1to1 In Action guide to find out how.

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5 Social Service Tips for 2014

 

5 Social Service Tips for 2014
A lack of follow-up by a company to a customer's social messaging suggests that the company is either incompetent and unable to identify and act on social communications, or the company simply doesn't care about him. How do you stack up?

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  1to1® In Action Sponsors

Integrated Marketing for High Impact

 

Integrated Marketing for High Impact
Find out how the right mix of technology—including enterprise feedback management and data analytics—can help deliver synthesized multichannel marketing strategies that sizzle.

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Composing an Invincible Multichannel Service Strategy

 

Composing an Invincible Multichannel Service Strategy
Considering 74 percent of customers use three or more channels for support, according to Ovum, failure to deliver on customers' heightened expectations can have serious business repercussions. Delivering a seamless multichannel customer service experience can enrich satisfaction and customer loyalty while boosting business performance.

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Unleashing the Value of Big Data

 

Unleashing the Value of Big Data
Discover how to leverage innovative tools and techniques to learn in-depth information about customers, develop relevant messaging, and optimize business performance.

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The Power of Speech Analytics

 

The Power of Speech Analytics for Business Performance
Recorded customer interactions contain a goldmine of insights that can be used to improve the customer experience, lower operational costs, and strengthen business results.

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The Business Case for an Intelligent Contact Center

 

Gain a Competitive Edge Through Personalized Service
Forward-thinking companies recognize that delivering superior customer service on a consistent basis is a way to distinguish their brands. In this issue of 1to1 Media's In Action guide, "The Business Case for an Intelligent Contact Center," readers will get actionable advice on how to develop an agile sense-and-respond service environment.

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Realizing the Business Value of SoLoMo

 

Realizing the Business Value of SoLoMo
Understanding which social channels customers are using, and the engagement techniques that resonate with them, along with a keen understanding of mobile behavior, offers marketers exceptional opportunities for crafting relevant messaging.

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  1to1® In Action Sponsors

Crafting a Customer-Centric Approach to Loyalty

 

Crafting a Customer-Centric Approach to Loyalty
Loyal customers are priceless. Building trust by delivering consistent, technology-enabled experiences can help your organization strengthen customer devotion and drive solid business outcomes.

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Serving the Self-Service Customer

 

Serving the Self-Service Customer
According to Gartner, the Web self-service space has grown from $600 million in 2011 to $1 billion in 2012. Customers increasingly want to have access to self-service tools, including IVR, chat, mobile, and Web to resolve issues with products and services. In this supplement, discover effective ways to develop customer-centric self-service strategies along with tips for avoiding potential minefields.

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Connecting the Dots on Customer Insight

 

Connecting the Dots on Customer Insight
In this 1to1 In Action guide, industry experts discuss best practices for developing a fully-integrated picture of customers, along with effective ways to gain employee buy-in with Voice of the Customer programs that can help drive business performance.

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  1to1® In Action Sponsors

Making the Mobile and Social Service Connection

 

Making the Mobile and Social Service Connection
Mobile-savvy customers who seek customer support via mobile and social channels expect a seamless service experience. Companies that respond to these needs with the right mix of tools and techniques will win their business and foster loyalty.

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2014 1to1 In Action Topics and Feature Article Descriptions

Each 1to1 In Action supplement is designed to connect our engaged readers with solutions providers. Pair an advertorial for your company with the feature article written by our award winning editorial team. Learn about each upcoming feature below:


Omnichannel Customer Experience
Engaging the Omnichannel Customer Experience


No man (or woman) is an island. Customers use a plethora of channels to interact with companies. Because of this, it's critical for organizations to develop integrated engagement strategies that recognize the different channels that customers use and how they use them. In this 1to1 Media In Action guide, experts offer recommendations for using technology to gain a deeper understanding about customer behaviors and motivations that can be used to create relevant and engaging experiences that foster business performance.

Materials Due: February 3rd
Publish Date: March 3rd



Integrated Marketing for Enhanced Engagement
Empowering Customer Engagement Through Integrated Marketing


In today's fast-paced world, it's more difficult than ever for marketers to engage with customers and prospects that are distracted by digital technologies and multiple stimuli. However, by developing a richer understanding about customers, including their preferences, needs, and channel behaviors, marketing programs can be effectively coordinated with consistent messaging across multiple channels. This 1to1 Media In Action will offer readers advice on steps that marketers can take to develop a harmonized integrated marketing strategy that connects the dots on a customer engagement and delivers the right messaging, at the right time, and in the right channel.

Materials Due: March 3rd
Publish Date: April 7th



Social is the New Loyalty
Connecting with the Socially Savvy Customer


Mobile technologies are providing customers with immediate access to product reviews, brand recommendations, and other insights about companies from their trusted social connections. While customers spend 16 minutes out of every hour online on social media, marketers continue to grapple with the most effective ways to engage customers in social and retain their loyalty. In this 1to1 Media In Action guide, experts share best practices for engaging with customers in social media and how they can leverage technologies to build lasting relationships.

Materials Due: April 7th
Publish Date: May 5th



Global Intelligent Contact Center
Architecting the Intelligent Global Contact Center


Companies with international customer service operations face tricky challenges. They need to manage their operational costs effectively while ensuring that they're delivering personalized support to customers that exhibit different behaviors and preferences. In this 1to1 Media In Action guide, experts share their recommendations for using technology and techniques to cost effectively tailor customer service based on regional customer interests and behaviors while providing customers with exceptional support experiences.

Materials Due: May 5th
Publish Date: June 2nd



Digital Marketing
Creating Digital Marketing Programs That Sizzle


Research reveals that marketing leaders are often overwhelmed by the difficulty of orchestrating marketing efforts across a collection of digital channels such as the web, chat, social, mobile, email, etc. Marketers also frequently struggle to measure the results of digital marketing efforts since marketing initiatives are often siloed by channel and aren't well-coordinated. In this 1to1 Media In Action guide, discover best practices for developing integrated digital marketing strategies that meet organizational goals.

Materials Due: June 2nd
Publish Date: July 7th



Speech Technology and Self Service
Giving Customers a Voice to Self Service


Today's fast-paced customers are increasingly willing to use self-service solutions instead of reaching out to an agent for help. New technologies such as virtual agents and intelligent IVR systems have highly accurate speech recognition capabilities that provide customers with more natural interactions while enabling them to find the answers they're looking for. In this 1to1 Media In Action guide, experts share their insights as to how speech technologies can be used to improve the self-service experience, bolster customer satisfaction, and strengthen business performance.

Materials Due: July 7th
Publish Date: August 4th



The Omnichannel Customer Journey
Creating a seamless multichannel customer experience


In today's competitive business landscape, it's essential for companies to provide customers with seamless experiences across all of the digital and physical channels they choose to use. Developing these capabilities starts with understanding what it's like to be a customer and any pain points they may encounter as they try to move from one channel to the next for support. In this 1to1 Media In Action guide, experts share recommendations for understanding the multichannel customer journey along with best practices for providing customers with flawless cross-channel support experiences.

Materials Due: August 4th
Publish Date: September 1st



Best Practices in the Cloud
Connecting Marketing and Customer Service in the Cloud


Marketing and customer service organizations often operate separately from one another. The lack of unity and communications between the two functions can result in disjointed customer experiences as well as missed opportunities for capitalizing on customer data that can be shared. Companies that use cloud computing platforms for both marketing and the contact center offer enormous opportunities for the two functions to work seamlessly together in delivering exceptional customer experiences. In this 1to1 Media In Action guide, experts share the customer and business benefits of joining marketing and customer service more closely together.

Materials Due: September 8th
Publish Date: October 6th



Data-Driven Marketing
A Marketer's Guide for a Data-Driven World


In today's data-driven world, marketing is no longer an art; it's absolutely a science. Delivering the right message at the right time for every channel and context is critical to the success of any marketing organization. And Big Data holds the key to opening the door for marketers to send targeted offers and communications to individual consumers while delivering a unique brand experience that sells.

Most marketers realize that there is great promise in all of that data, but it's just too complicated, time-consuming, and costly to harness it to its full potential. How can marketers harness the right data in the right way? By making the commitment that marketers will adopt a "data-first" mentality.

In this In Action series, readers will learn the techniques, tools, and technologies necessary to build a "data-first" marketing department and the benefits that come when organizations turn their marketers into data scientists.

Materials Due: October 6th
Publish Date: November 3rd



2015 Trends in Customer Experience
Preparing for Tomorrow's B2C Customer Experience Today


While many companies are focused on addressing customers' current multichannel experiences, industry leaders are determining how to fulfill the next-generation customer experience in order to get a jump on the market. In this 1to1 Media In Action guide, discover the technologies and techniques that are on the cutting edge of customer experience planning as well as examples of companies that are executing successfully today.

Materials Due: November 3rd
Publish Date: December 1st



For advertising information, please contact:
Michael Dandrea, Group Publisher at 203-989-2204
Dara Brooks, Client Relationship Manager at 203-989-2197

For full details on the 1to1 In Action Series, click here.