Chat Ready for Takeoff; Some Companies Aren’t

Many consumers are already comfortable with the technology, Forrester finds.

What Keeps CMOs Up at Night?

COVID, supply chains, inflation, and new brands join ROI as top concerns, Brand Keys finds.

What’s in Store for CRM in 2022?

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

NFTs Continue to Gain Traction

Non-fungible tokens provide value to digital companies despite questions.

Google Delays Cookie Phaseout

Google is pushing back its plan to do away with third-party cookies by two years.

Required Reading: Trustworthy Companies Focus on These Three Things

Here's how organizations can earn trust, loyalty, and respect.

Third-Party Messaging Offers Customer Service Opportunities

Businesses can meet consumers where they are by adding messaging apps to their channel mix.

Gartner Eyes Customer Service Shift from Mobile Apps to Messaging

Changing technology landscape focuses on team building, research finds

What’s in Store for CRM in 2021?

Here's what the industry predicts will happen.

Chatbots, IVAs Can Help Close the B2B Digital Gap

Long used by B2C companies, digital outreach channels can help in B2B

Four Keys to Unified Customer Service Governance

Customer service assets function better when they're centrally managed

Surveys Find Shift to Virtual Events a Modest Success

Online conferences fail to deliver desired networking opportunities, IDC finds

Social Media Is No Longer an Imperative

Forrester says it's OK for companies to break up with social media

Required Reading: Your Customers Need to See You on the Internet

Digital marketing is a necessity because consumers are online

CMO Responsibilities Need to Expand

Forrester says marketers need to be more customer-obsessed to succeed

Customer Experience Measurement Must Be Consistent

Those who understand customer experience's impacts get bigger budgets, Gartner finds

Transparency Is Critical to Resolve Privacy-Personalization Paradox

Companies need to be up front with consumers before collecting personal information

What Lies Ahead for CRM?

CRM industry insiders share their predictions for 2020.

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.

Marketing Budgets Hit an Eight-Year Low

Marketing budgets have shifted downwards, dropping from 11.2 percent of overall company revenue in 2018 to 10.5 percent in 2019, according to a survey of chief marketing officers (CMOs) by Gartner.