Marketing Budgets Beginning to Recover

Gartner sees marketing budgets rise as a percentage of revenue.

Tips for Building a Continuous Loyalty Program

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

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.

Required Reading: Avoid Dealing with Difficult Customers

Some customers are just worth letting go, regardless of their monetary value.

Should Businesses Review Customers?

Reverse reviews hold customers accountable for their behaviors.

Customer Satisfaction Plunges Again

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

Is Kid-Targeted Marketing Unethical?

With children going online more often, Internet advertising comes under scrutiny.

IBM Smarter Commerce Summit: IBM Attends to the Customer Experience

Smarter Commerce Summit shows companies that moments matter.

Sensor Data Expands Possibilities for BI

We're entering the age of "personal analytics."

Airline Loyalty Programs in Flux

Consumers and airlines rethink their commitments to each other.

DMA13: Marketers Must Carefully Consider Big Data Strategies

Speakers suggest using unstructured data to keep customers' trust and to listen to their needs.

Is There Life After Death for Loyalty Points?

Colloquy report shows varying bequeathing policies for leading airline, hotel, and credit card loyalty programs.

Turn Customers Into Raving Fans

It's not about points or rewards cards.

Social, Local, Mobile Transcend Business Searches

Consumers increasingly search for local businesses on mobile devices.

Companies Now Compete on Information

Businesses that embrace "being useful" will win out.

SAS Ramps Up High-Performance Analytics

Premier Business Leadership Series 2012 foretells the future of big data.

Catching up with Your Customers

Restaurants struggle to reach their increasingly tech-savvy customers.

Being Hospitable Means Being Social

Hotel chains open communities to communicate with guests.

Tablets and Smartphones Transform the In-Store Customer Experience

Retailers hope to give consumers new incentives to shop at brick-and-mortar stores

Hotels Go Mobile for a Better Stay

Properties create apps to reach prospective guests and the ones they have