What Is Predictive Modeling and How Does It Change Lead Generation Results?
Many organizations have spent hundreds of thousands of dollars on a lead generation campaign only to find that a significant portion of the people who received it were unlikely to respond. The campaign launches, response rates fall short, and the natural reaction is to spend more, mail more, and reach more people. But the real […]
Turning Customer Insights into Business Impact Through Cross-Functional Collaboration
In most industries, operating in silos is seen as the enemy, stalling growth and innovation. A recent study completed by Salesforce stated 70% of CX professionals view silo mentality as the biggest hurdle in designing great customer service. Cross-functional collaboration is a key pillar in my strategy as an account manager in the customer experience […]
Q3 Playbook for FMOs, IMOs, and Agents: The Final Build Before AEP
By the time Q3 arrives, summer is well underway, and the planning phase of AEP is over. Every training module, marketing campaign, compliance review, and staffing decision should be focused on one objective: entering October fully prepared to scale. If you’ve been following along, you can catch up on the Q1 playbook and the Q2 playbook before diving into […]