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.