Digital Agility Will Be the Key to Continuity in 2021

The pandemic has shown that just about anything that can be done in person can be done digitally

Data Links Disparate Technology Demands

"Every step you take toward being a data-forward marketing organization is a positive one."

Big Changes, a New Format, but Similar Results

This year, we simplified our awards process by asking analysts two simple questions in each of 10 categories.

Coronavirus Shows the Value of CRM

It has become even more essential to maintain positive relationships with each and every existing customer. Today's CRM systems can help.

I’m Ready to Move On, And So Are Your Customers

Seventy-six percent of business leaders expect difficulty increasing customer satisfaction without raising costs. Automation could help.

Technology Can Help Us Through the Tough Times

COVID-19 spurred companies to finally start embracing new technologies to continue operations as their employees were being urged to stay home

With Direct Mail, the Same Marketing Rules Apply

When done right, direct mail marketing can lead to good or very good returns. When done poorly, it can have damaging consequences.

Onshoring and Offshoring Aren’t the Only Options

Where is outsourcing going? We were surprised to find out that, in many instances, it isn't going anywhere.

Let Hope, Not Hype, Be Our Guide in 2020

A big reason why innovation is so slow to take hold in the industry is the short time frame CX leaders are given to prove ROI.

Why Are We Still Talking about Silo Busting (Among Other Things)?

While some of the predictions for 2020 involve revolutionary, cutting-edge technologies like blockchain, advanced analytics, and artificial intelligence, many more of the predictions involve strategies and technologies that have been around for years but have yet to be adopted.

Luddites Like Me Like Personal Interactions

Any texts I receive from companies must be relevant, must provide value, and must be personalized.

Amid Economic Uncertainty, Optimize, Don’t Downsize

Department heads need to look beyond simple expense trimming and instead focus on optimizing what they already have

Making Sense of the Acronym-Laden Industry

Companies can now use an API to incorporate AI into their KPI, all to get more ROI and provide a better UX.

AI Is Top of Mind for Everyone in CRM

The consumer uses for AI are numerous, but just as real are the business use cases.

Don’t Let AI Distract from the Real Problem

It is clear that many organizations still struggle with the same issues they had 10 or 20 years ago.

Don’t Let AI Distract from the Real Problem

It is clear that many organizations still struggle with the same issues thay had 10 or 20 years ago.

The GDPR Needs to Have Its Teeth Sharpened

To not follow through on the enforcement side does everyone a disservice

Who Really Wins with Vendor Consolidation?

Companies can focus on customer service and process improvements instead of constantly purchasing, integrating, configuring, and customizing complex software.

Being an Enabler Has Become a Good Thing

The term 'enabler' now has positive connotations, at least in a business context

The Gig Economy Isn’t New, but It Might Be Worth a Second Look

Your customers' next text, chat, IM, or phone conversation with customer service could be with a freelance agent