CX Quality Falls for Second Straight Year
11 Jul 2023
While four in five business leaders say improving CX is a high priority, only 6 percent have seen an increase, Forrester finds.
Forrester’s Brand Energy Leaders
23 Jun 2023
The research firm identifies the companies with the most energized customer relationships and passionate advocates.
Marketing Budgets Beginning to Recover
07 Jul 2022
Gartner sees marketing budgets rise as a percentage of revenue.
Pandemic Heightens the Need for Analytics
29 May 2020
Companies want to know how COVID-19 changes consumer behavior
Gartner 2019 Magic Quadrant for Contact Center as a Service
02 Dec 2019
In the 2019 Gartner Magic Quadrant report for CaaS, you'll learn how contact center solutions measure up. You will also discover why now might be the right time to update your contact center.
The Switching Economy Hits Home
01 Apr 2015
Poor customer service accounts for most company defections.
Ovum Expects Home-Based Agents to Soar by 2017
01 Jun 2014
The annual growth rate is twice that of the brick-and-mortar contact center outsourcing market.
Contact Center Satisfaction Dropped 10 Percent in 2013
01 Apr 2014
Companies can rebound by providing more multichannel customer service options.
Card-Linked Marketing Delivers Personalization
01 Feb 2014
Merchants and banks tie sales to past purchase behavior.
DMA13: Marketers Must Carefully Consider Big Data Strategies
01 Jan 2014
Speakers suggest using unstructured data to keep customers' trust and to listen to their needs.
Is There Life After Death for Loyalty Points?
01 Jan 2014
Colloquy report shows varying bequeathing policies for leading airline, hotel, and credit card loyalty programs.
Hesitation Hampers Banks' Social Media Opportunities
01 Jun 2013
Many financial institutions are still not exploiting social media despite changing customer needs.
Financial Services: Brokers Yearn for Better CRM
01 Feb 2013
Few firms use CRM systems to their full effect.
Banks Are Rethinking Their Outreach Strategies
01 Apr 2012
The need for better communication is leading marketers to up their game.
Market Focus: Financial Services—Retail Banks Need an Overhaul
01 Sep 2011
Changing consumers' habits requires financial institutions to sharpen their focus on service, according to report
Will Paperless Payments Take Off Among Customers?
15 Apr 2011
Pitney Bowes and others reveal digital delivery service applications
Do You Know Your URLs?
05 Aug 2009
Not every marketing effort includes a campaign-specific Web address -- but some of the ones that do aren't doing a very good job of connecting to the main brand.
Feedback: August 2009
01 Aug 2009
Readers tell us what they think of "social" technologies.
On the Scene: New Beginnings from Within
01 Jul 2009
Customer Experience Summit '09: Improving the customer experience starts with a hard look in the mirror.
Poking Holes in Attrition
01 Jun 2009
Social networking has the potential to transform the day-to-day operations of customer service representatives.