May 4 2009

1to1 Magazine's Weekly Digest delivers the latest insights, best practices, and expert opinions on the most vital issues and trends in customer-based business strategy. Edit-in-Chief Mila D'antonio and our entire team of seasoned editors scour the market to uncover the trends that will mean the most to you in maximizing the value of your customer relationships.

In this Issue:

Sears Transforms the Contact Center Experience The company’s customer care strategy is in the midst of an enterprisewide transformation designed to meet changing customer expectations. The new measures of success in the contact center are engagement, interaction, and retention.
Fixing the Web's Multiple Personality Disorder People log in to so many different social networks these days, it’s hard to keep track of which persona is which. Forrester Research considers the idea of one portable identity for numerous sites.