Required Reading: Strategies for Navigating the ‘Metail Economy’
30 Jun 2022
Companies need to transform their businesses to thrive in the me-centric revolution.
Marketing Budgets Beginning to Recover
07 Jul 2022
Gartner sees marketing budgets rise as a percentage of revenue.
E-Commerce’s Better-than-Expected Boom
18 Jul 2022
Forrester clocks returns far higher than projected.
Retailer CX Fails to Impress
08 Mar 2022
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?
19 Jan 2022
CRM industry insiders share their thoughts about what lies ahead in the new year.
Tips for Building a Continuous Loyalty Program
10 Sep 2021
Rewards have to offer a differentiated customer experience, Forrester Research urges.
‘Reimagined’ Consumers Have New Priorities
13 Sep 2021
Accenture finds that post-COVID consumers value different things.
4 Trends in Digital CX Point to Some Progress
23 Jul 2021
Beefed-up design teams and better digital accessibility are critical, Forrester says.
Chat Adds to Retail Success
30 Apr 2021
Consumers patronize companies that offer chat on their websites.
Marketers Need to Consider Post-Pandemic Behaviors
11 May 2021
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
01 Mar 2021
RCP survey highlights the importance of holistic customer experience improvement
Trust Is Key to Creating a Customer Bond
31 Aug 2020
Deloitte highlights the need for companies to connect with consumers on a human level
Pandemic Heightens the Need for Analytics
29 May 2020
Companies want to know how COVID-19 changes consumer behavior
Consumers Fear Facial Recognition
26 Mar 2020
A GetApp survey finds consumers wary of firms capturing such personal data
Shoppers Place Growing Emphasis on Convenience
27 Feb 2020
97 percent of consumers have backed out of inconvenient purchases, NRF reports
CX Leaders Struggle to Show the ROI
10 Jan 2020
Communicating the benefits of their CRM investments eludes many, West Monroe researchers find
Required Reading: Dialogue Is the Key to Retail Sales Success
10 Jan 2020
The need to adapt communications strategies is non-negotiable
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.
First-Time Purchases Can Predict Loyalty
07 Apr 2019
MIT research identifies harbinger products that don't lead to future business
Consumer Expectations for Brand Trust Jump 250%
01 Mar 2019
Consumers are far less trusting today amid some high-profile data breaches