CX Doesn’t Have to Be So Expensive
Customer service costs rose during the pandemic, but now it's time to get back into savings mode.
Required Reading: Amazon Can Be Beat with the Right Focus
To compete with digital giants, identify and stick to a target market.
Digital Marketing Challenges Move Within
Organizational difficulties will be the biggest hurdle in 2021, Gartner finds
The Five Ps of Sales Success
Sales leaders will need to emphasize purpose, precision, personalization, productivity, and profitability, Forrester advises.
Americans Lack Digital Privacy Knowledge
Most people do not fully read privacy agreements, a study finds.
Marketers Who Respect Contextual Privacy Stand Out to Customers
Companies should collect and use private data as part of a fair exchange of value, Forrester urges.
Marketers Need to Consider Post-Pandemic Behaviors
Some consumers will be ready for face-to-face contact, but other consumer behaviors that developed during the pandemic will endure.
Required Reading: Trustworthy Companies Focus on These Three Things
Here's how organizations can earn trust, loyalty, and respect.
Chat Adds to Retail Success
Consumers patronize companies that offer chat on their websites.
Gartner Uncovers Gaps in Socially Distanced Selling
Sales organizations must address three main challenges around coaching in a virtual sales era.
B2B Marketplaces Offer Opportunities for Marketers
Businesses have embraced the digital marketplace much like consumers have.
Required Reading: Augmented Intelligence Is the New AI
Collaboration between humans and machines is the way of the future.
Third-Party Messaging Offers Customer Service Opportunities
Businesses can meet consumers where they are by adding messaging apps to their channel mix.
Virginia Passes Privacy Legislation
Required Reading: Breaking Down Conversational Artificial Intelligence
Conversational AI has been around for a while, but it's rarely been clearly explained until now
Digital CX Tops Retail Priorities for 2021
RCP survey highlights the importance of holistic customer experience improvement
Companies Still Not Unifying Customer Engagement Channels
Gartner urges marketers to prioritize omnichannel engagements to retain customers post-pandemic
To Boost Profits, Hire and Promote Female Sellers
Forrester finds that companies with female sales leaders are 50 percent more profitable
Gartner Eyes Customer Service Shift from Mobile Apps to Messaging
Changing technology landscape focuses on team building, research finds
Marketing Must Become Multilocal
Forrester emphasizes local trust amid ongoing geopolitical disruption