IDC Offers a Framework for Developing a GenAI Strategy

AI requires a responsible policy position, strong architecture, and skilled staff, the IDC says.

CX Quality Falls for Second Straight Year

While four in five business leaders say improving CX is a high priority, only 6 percent have seen an increase, Forrester finds.

Marketing Budgets Beginning to Recover

Gartner sees marketing budgets rise as a percentage of revenue.

Customer-Obsessed Companies Pull in 2.5 Times More Revenue

Higher profits, customer retention, and employee engagement follow CX initiatives, Forrester finds.

B2B Needs to Align Digital and Humans

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

Gartner 2019 Magic Quadrant for Contact Center as a Service

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.

Customer Satisfaction Plunges Again

American Customer Satisfaction Index sees one of its biggest drops in 20 years.

The Importance of Aligning Strategy and Sales

How to close the gap between two pillars of business success

Cause Marketing Engenders Loyalty

Emotional engagements are the key to cementing long-term customer relationships.

When Marketing and Technology Meet

Business transformation can occur.

Market Focus: Automotive Dealers Go Digital

Auto sellers respond to customers with online options.

Do You Know Your URLs?

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.

Whuffie Doesn’t Grow on Trees

Forget money: Trust, transparency, and value represent today's social currency.

CRM on Twitter: May 2009

How have retailers fared in the twitterverse?

Social Support for Software

Vendors unleash a new round of community forums for their customers.

Stay Tuned

The switch to digital TV broadcasts is upon us—or is it?

Required Reading: What's in a Tagline?

A change in your brand's tagline may end up damaging the brand itself.

Market Focus: Automotive -- Detroit: Driven to Distraction

Facing fierce competition from imports and a weakening economy, the automotive industry targets long-term customer satisfaction.

Market Focus: Manufacturing -- Customers, Meet Your Makers

Thanks to increased adoption of CRM, manufacturing is putting things together.

Market Focus: Energy/Utilities -- Speaking Truth to Power (Companies)

Analytics are increasingly leveraged for insight into customer behavior.