Reinforcing the ‘R’ in CRM
Companies need to embrace the role of relationships in driving digital and business transformation.
CX and the Need to Nix the Metaphor of War
When we stop thinking of customers as enemies to be ‘targeted', collaborative possibilities arise.
The Metaverse Won’t Be as Forgiving as Web 2.0
Customer experience leaders need to figure out their place in the metaverse economy.
The 360-Degree Customer View Fallacy
Do we really need to know everything about customers?
Five Long-Term Business Lessons the Pandemic Taught Us
Here's what companies must address to thrive amid uncertainty.
Value, Not Volume: The New Bar for Good Marketing
The coming revolution in marketing is not simply a matter of increasing and improving use of digital channels. It rests on a better and better-integrated understanding of customers.
How to Sell Virtually in a Turbulent Marketplace
Your meetings have moved online, but technology isn't all you need
With Big Data, Big Isn’t Necessarily Better
The specific kinds of data matter—the kinds that generate insights
When Designing Customer Engagement Programs, Remember: Style Matters
Interfaces should be simple and intuitive, but also visually appealing
Is Your Enterprise Ready for Direct-to-Consumer Business?
The final point of sale in an omnichannel marketplace is shifting
Customer Self-Service: Fast, Cheap, and in Control
Self-service has gone from an acceptable alternative to a desirable one
Where Systems of Record Will Go from Here
They're continually evolving, not going away
Data Is Useless (at Least on Its Own)
Marketers should view data as just one ingredient in a successful recipe
Are Grocery Services Profitably Delivering on Customer Experience?
The last mile of direct-to-consumer supply chain is challenging
Storytelling in Business: Art, Science, Necessity
You have to make customers connect with you in a personal way
To Engage Customers, Your UI Design Needs These 6 Qualities
It's about giving customers what they want in the most frictionless way possible without breaking the bank
Is Social Commerce Disruptive or Intrusive?
Issues like privacy and fair use of data pose a formidable challenge
Never Underestimate the Power of Traditional Methods
It's not the medium but, rather, how you use it to engage customers that counts
Interacting with Social Customers, 101
By acknowledging social media's influence and capitalizing on it, you could create evangelists for your company
Boarding the Cluetrain
Transparency and authenticity are the cornerstones of trust between a company and its customers.