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.
Mobile-Friendly Websites Are Now Essential
The need for mobile access is greater than ever, but research shows that most sites miss the mark
On the Scene—CRM Evolution: CRM Still Faces Challenges, Most Speakers Agree
CRM systems have been around for decades, but interoperability and data silos still have to be overcome
The 3 Stages of Personalization
Gartner lays out the keys for personalization to help companies deliver helpful and relevant messages
What Will 2019 Bring for CRM?
Industry insiders share their predictions for the coming year
Mobile Ad Spending to Continue Gains
Video will be a major factor in mobile ad spending growth, Forrester Research finds
Google Starts Blocking Intrusive Ads
Mobile and web ads that violate the Coalition for Better Ads standards are subject to removal from Chrome
Companies Are Content with Content Marketing
Revenue growth is being driven by efforts to engage with increasingly hard-to-reach audiences
The 5 Ways Mobile Will Impact Retail
Mobile technologies will take employees out of back rooms and put them on the floor
Will Apple's Smart Watch Boost Business?
The wearable device can track users' movements, prompting interest from marketers.