On the (Online) Scene: Medallia, Talkdesk, Verint, Genesys, and Pegasystems Hold Virtual Events

Amid the pandemic, the conference season moved online. Our roundup of the virtual happenings this spring.

Required Reading: Your Customers Need to See You on the Internet

Digital marketing is a necessity because consumers are online

Modern Advertising Needs New Strategies

Marketing needs to adapt to higher customer expectations, Forrester urges

Pandemic Heightens the Need for Analytics

Companies want to know how COVID-19 changes consumer behavior

CCW Outlines 5 Strategies for Modernizing Contact Centers

Data will forge new contact center capabilities by 2025, CCW Digital Predicts

The CARES Act Can Drive Customer Obsession

Forrester outlines how companies can use COVID-19 funding to improve customer experiences

CMO Responsibilities Need to Expand

Forrester says marketers need to be more customer-obsessed to succeed

4 Methods for Measuring Marketing’s Impact

With marketing budgets on the rise, Gartner details ways for leaders to identify ROI

Browsers Respond to Consumer Distaste for Cookies

Google is following Apple's and Mozilla's moves to block third-party cookies, but what are the alternatives?

Consumers Fear Facial Recognition

A GetApp survey finds consumers wary of firms capturing such personal data

Sales Analytics Show Strong ROI, Gartner Finds

Coaching and skills development uses deliver the largest benefit

Top Companies Consider Values, Not Just Value

Consumers prefer doing business with firms with a conscience, Accenture finds

B2B Needs to Align Digital and Humans

Sales require a human-centered approach supported by technology, Accenture finds

Customer Experience Measurement Must Be Consistent

Those who understand customer experience's impacts get bigger budgets, Gartner finds

Shoppers Place Growing Emphasis on Convenience

97 percent of consumers have backed out of inconvenient purchases, NRF reports

Marketing Spending Expected to Grow This Year

Winterberry expects marketing investment to hit $390 billion, up 7 percent

Transparency Is Critical to Resolve Privacy-Personalization Paradox

Companies need to be up front with consumers before collecting personal information

Required Reading: Put Customers in the Driver’s Seat

Companies need to spend time with customers to avoid disruption

What Lies Ahead for CRM?

CRM industry insiders share their predictions for 2020.

CCPA Is Now in Effect

California's consumer privacy law took effect Jan. 1