Staking a Spot in the Metaverse Is for the Risk-Takers

Designing experiences for the metaverse will require bold action, Forrester warns.

Forrester’s 5 Steps to Optimize B2B Ad Budgets

Greater attention needs to be paid to proper audience targeting, says a new report.

Voice Assistants Still Underutilized for Business

Despite widespread availability, companies and customers aren't interacting with them.

Chat Ready for Takeoff; Some Companies Aren’t

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

Retailer CX Fails to Impress

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

Gartner Urges Supplementing Surveys with Analytics

The primary goal should be to make customer data actionable.

A Stepped Approach Is Key to Successful Chatbots

Consumers are disappointed by chatbots, but they don't have to be, Forrester Research finds.

What’s in Store for CRM in 2022?

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

Six Technologies to Drive New Customer Acquisition and Growth

Gartner identifies the most influential technologies and trends for digital marketing.

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 Who Respect Contextual Privacy Stand Out to Customers

Companies should collect and use private data as part of a fair exchange of value, Forrester urges.

Gartner Eyes Customer Service Shift from Mobile Apps to Messaging

Changing technology landscape focuses on team building, research finds

Digital CX Tops Retail Priorities for 2021

RCP survey highlights the importance of holistic customer experience improvement

What’s in Store for CRM in 2021?

Here's what the industry predicts will happen.

On the (Online) Scene: Medallia, Talkdesk, Verint, Genesys, and Pegasystems Hold Virtual Events

Amid the pandemic, the conference season moved online. Our roundup of the virtual happenings this spring.

CMO Responsibilities Need to Expand

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

Consumers Fear Facial Recognition

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

What Lies Ahead for CRM?

CRM industry insiders share their predictions for 2020.

Gartner Survey Finds Self-Service Insufficient

The self-service shortfall comes at a time when the cost differences between self-service channels, like company-run websites and mobile apps, and agent-assisted channels, like phone, email, and chat, are very substantial and continue to widen.