Required Reading: Strategies for Navigating the ‘Metail Economy’

Companies need to transform their businesses to thrive in the me-centric revolution.

Marketing Budgets Beginning to Recover

Gartner sees marketing budgets rise as a percentage of revenue.

E-Commerce’s Better-than-Expected Boom

Forrester clocks returns far higher than projected.

Retailer CX Fails to Impress

The customer experience dip follows two years of gains, Forrester says. Plus: Five recommendations for how to fix it.

What’s in Store for CRM in 2022?

CRM industry insiders share their thoughts about what lies ahead in the new year.

Tips for Building a Continuous Loyalty Program

Rewards have to offer a differentiated customer experience, Forrester Research urges.

‘Reimagined’ Consumers Have New Priorities

Accenture finds that post-COVID consumers value different things.

4 Trends in Digital CX Point to Some Progress

Beefed-up design teams and better digital accessibility are critical, Forrester says.

Chat Adds to Retail Success

Consumers patronize companies that offer chat on their websites.

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.

Digital CX Tops Retail Priorities for 2021

RCP survey highlights the importance of holistic customer experience improvement

Trust Is Key to Creating a Customer Bond

Deloitte highlights the need for companies to connect with consumers on a human level

Pandemic Heightens the Need for Analytics

Companies want to know how COVID-19 changes consumer behavior

Consumers Fear Facial Recognition

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

Shoppers Place Growing Emphasis on Convenience

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

CX Leaders Struggle to Show the ROI

Communicating the benefits of their CRM investments eludes many, West Monroe researchers find

Required Reading: Dialogue Is the Key to Retail Sales Success

The need to adapt communications strategies is non-negotiable

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.

First-Time Purchases Can Predict Loyalty

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

Consumer Expectations for Brand Trust Jump 250%

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