Use of AI in Customer Service Doubled in 2018

Research finds massive growth in the number of companies using artificial intelligence to assist customers and contact center agents

The 3 Stages of Personalization

Gartner lays out the keys for personalization to help companies deliver helpful and relevant messages

The CMO’s Role Changes Amid Digital Transformation

A recent report from Forrester lays out three courses of action that CMOs should take to become more involved in the process

First-Time Purchases Can Predict Loyalty

MIT research identifies harbinger products that don't lead to future business

To Sell Globally, Market Locally

Cross-border commerce requires attention to regional nuances, a new report stresses

4 Forces Will Affect Marketing in 2019

Gartner identifies the market shifts that will alter marketers' courses this year

ROI, Innovation, and Security Top CMOs’ Concerns

A recent survey sheds light on the challenges that keep marketers up at night

Consumer Expectations for Brand Trust Jump 250%

Consumers are far less trusting today amid some high-profile data breaches

Sales Are Hitting Goals, Missing the Mark

Sales performance falls despite reaching revenue targets, CSO Insights finds

Required Reading: The Keys for Unlocking the Customer Value Chain

To avoid disruption, companies need to understand decoupling

What Will 2019 Bring for CRM?

Industry insiders share their predictions for the coming year

Companies Fail to Meet Expectations Across Channels

A recent report from the Northridge Group finds that companies are not providing simple, personalized, and effective customer service

PCI Updates Its Data Security Standard Guidance

New corporate guidelines take new channels and technologies into account

The Post-Purchase Experience Is Essential to Retaining Customers

A recent report from BRP lays out eight best practices for retailers to improve the post-purchase experience

Required Reading: Competing on Customer Experience Requires a 'Growth IQ'

Companies still need to put customers first to grow their revenue

Unified Commerce Is Essential to Meeting Customer Expectations

BRP identifies five areas that retailers need to work on to develop a unified experience

Customers’ Elements of Value Affect Company Performance

In a new report, Bain & Company found that value elements directly influence revenue, market share, customer loyalty, and willingness to pay in 22 consumer categories

Don’t Expect Immediate Results with AI

A recent report from Forrester asserts that the benefits of AI in marketing will take time

Marketing’s Role Changes to Growth Creator

The CMO Council has set out five plays marketers need to adopt to grow revenue

Personal Digital Twins Look Like the Answer for Marketers

New technology holds the key for increasing personalization and reducing data risks