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

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2013 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:

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Mobile
Building a Mobile and Socially Focused Service Team

As mobile adoption grows, organizations are realizing the importance of improving the cross-channel mobile experience. A successful mobile engagement strategy for customers is one that creates a seamless experience between mobile marketing and mobile service. In this supplement, industry experts discuss the strategies involved that will help organizations deliver a consistent and effective mobile customer experience.

Materials Due: December 24th
Publish Date: January 7th

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Voice of the Customer
Connecting the Dots on Customer Insight

Customers share a great deal about themselves, including their needs, interests, and behaviors, through their multichannel interactions as well as surveys and other feedback that customers share directly with companies. However, it can be challenging for organizational leaders to gain a multidimensional view of customers when information about them is siloed between different functions and business divisions. In this supplement industry experts discuss best practices for developing a fully-integrated picture of customers, including the use of enterprise feedback management and analytics tools, and the business benefits that can result.

Materials Due: January 7th
Publish Date: February 4th

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Self-Service
Serving the Self-Service Customer

Customer adoption of self-service tools has accelerated. The web self-service space alone has grown from $600 million in 2011 to $1 billion in 2012, according to Gartner. Customers increasingly want to have access to self-service tools, including IVR, chat, mobile, web, etc., to resolve questions or issues with products and services. However, self-service tools that are difficult to use can leave customers frustrated, leading to increased call center volumes worse – total abandonment. In this supplement, discover effective ways to develop customer-centric self-service tools and experiences along with tips for avoiding potential minefields.

Materials Due: February 4th
Publish Date: March 4th

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Customer Loyalty
Crafting a Customer-Centric Approach to Customer Loyalty

Loyal customers are precious. Industry figures reveal that it can cost a company up to six times as much to replace an existing customer than it does to keep them. And that doesn't include a customer's short- and long-term value to a company. Still, it takes work to keep customers loyal. Companies that provide customers with consistent experiences and treat them as they would want to be treated, strengthen customer trust, bolstering loyalty if the company should stumble along the way. In this supplement, learn how industry leaders use the right mix of technology and techniques to determine what matters most to customers and then act on that feedback and share with customers how their insight has been used through closed-loop communications with customers.

Materials Due: March 4th
Publish Date: April 1st

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Social, Local, Mobile
Realizing the Business Value of SoLoMo

SoLoMo, or the convergence of social, local, and mobile, offers marketers tremendous opportunities for engaging with customers where they live and breathe – in social media, using geo-locational information about them, while they're using their smartphones. To leverage this, companies need to understand which social media channels their target customers are using, which types of messaging they're most likely to respond to, and other behavioral insights, such as how and when customers use their mobile devices. In this supplement, discover what industry experts reveal about best practices for connecting with the Social-Local-Mobile customer along with effective ways to measure the impact on business performance.

Materials Due: April 8th
Publish Date: May 6th

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The Intelligent Contact Center
The Benefits of Developing an Intelligent Contact Center

Thanks to today's hyper-competitive global markets, it's become increasingly difficult for companies to differentiate themselves by price or product. Forward-thinking companies recognize that a superior customer service is a way to distinguish their brands. The use of intelligent contact center tools is an effective way of delivering personalized service that's tailored to customers based on their history with the organization as well as their most recent interactions. In this supplement, industry experts discuss successful ways to develop the intelligent contact center, including techniques for identifying upsell/cross-sell opportunities with customers.

Materials Due: May 6th
Publish Date: June 3rd

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Demand Gen/Lead Nurturing
Tips for Demand-Gen Success in B2B

Demand generation is critical to the continued growth of every business. While a great deal of focus is placed on B2C demand gen, it's critical for business leaders to understand the needs and interests of the B2B buyer and ways in which the company can facilitate the buying process for the prospective B2B buyer. In this supplement, industry experts examine how the use of analytics and other marketing automation tools help to better understand what B2B buyers are looking for and to ensure that marketing content is relevant and personalized for the intended buyer.

Materials Due: June 3rd
Publish Date: July 1st

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Speech Analytics
Leveraging Speech Analytics for Business Performance

Description: Customers share an incredible amount of information about their likes, dislikes, and needs in phone discussions with the contact center and other areas within the company. Many customer interactions over the phone are recorded by the contact center for quality assurance and regulatory purposes; this provides companies with a trove of valuable customer insights that can be used by decision-makers to determine what matters most to high-value customers. In this supplement, learn how companies can use speech analytics to drive business value from customer insights, including ideas for new products or revenue streams and actionable suggestions to improve customer service and business operations.

Materials Due: July 8th
Publish Date: August 5th

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Big Data/Customer Analytics
Big Data Explained: The Tools and Strategies to Leverage Big Data

Many business leaders want to use Big Data to help their organizations spot emerging customer and market trends. However, many businesses struggle to get started and work through key challenges. For instance, a 2012 study by Capgemini finds that 56 percent of respondents cite organizational silos as the greatest inhibitor to capitalizing on Big Data over the next five years. In this supplement, industry experts share their advice for developing a coherent Big Data strategy, including the use of tools and techniques to identify opportunities for improving the customer experience and optimizing business performance.

Materials Due: August 5th
Publish Date: September 2nd

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Multichannel Customer Service
Implementing an Integrated Multichannel Service Strategy

Today's customers aren't just "multichannel" in their interactions with companies, they're also "cross-channel," often moving between web, voice, mobile, email, social, and other channels as part of their customer journey. Because customers use a variety of channels to resolve issues and seek answers to their questions, it's important for companies to create an integrated multichannel service environment that provides customers with consistent experiences in each channel. In this supplement, industry experts share their advice for harmonizing multichannel service strategies, including effective ways to leverage technology and techniques to follow the thread of customers' interactions as they move from one channel to the next.

Materials Due: September 3rd
Publish Date: October 7th

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Integrated Marketing
Developing Integrated Marketing for High Impact

Individual marketing efforts can generate a certain level of results on their own. However, when marketing programs are coordinated well with consistent messaging across various channels, the business results can be dramatic. In this supplement, industry leaders share best practices for using technology and techniques for providing a seamless experience for customers along with approaches to developing an integrated marketing strategy that sizzles.

Materials Due: October 7th
Publish Date: November 4th

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Social Service
Social Media's Do's and Don'ts

As consumers continue to flock to social media channels to connect with friends and family and share their experiences, companies gain rich opportunities to engage with customers and to attract new ones. However, business leaders need to be careful about the messaging they share with customers and prospects and when it is appropriate to enter social conversations. In this supplement, industry experts share their recommendations for social media approaches that resonate with consumers and can even have a viral effect, as well as social media missteps to avoid.

Materials Due: November 4th
Publish Date: December 2nd

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