The 5 Elements of a Customer-Centricity Model

Innovation, consistency, intimacy, empowerment, and purpose are key, PwC urges.

Content Is Key to Conversational AI Success

As marketing and sales adopt AI, the focus should be on building the right messaging.

2022 Marks the Advent of the Metaverse Continuum

Accenture highlights the fledgling metaverse in its ‘Technology Vision 2022' report.

Gartner Urges Supplementing Surveys with Analytics

The primary goal should be to make customer data actionable.

Proposed Legislation Targets Data-Driven Advertising

The bill would limit the so-called ‘surveillance advertising' model.

What’s in Store for CRM in 2022?

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

Revenue Operations to Dominate Marketing Operations

‘RevTech' will be key to sales and marketing success in 2022, Dun & Bradstreet predicts.

Google Delays Cookie Phaseout

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

How to Fuel AI-Powered Marketing

Forrester lays out a game plan to help B2B marketers cast their nets.

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.

Virginia Passes Privacy Legislation

Required Reading: Augmented Intelligence Is the New AI

Collaboration between humans and machines is the way of the future.

What’s in Store for CRM in 2021?

Here's what the industry predicts will happen.

Four Keys to Unified Customer Service Governance

Customer service assets function better when they're centrally managed

The Top Five Customer Service Technologies

Analytics and automation are needed to survive the pandemic, Gartner finds

CCPA Enforcement Set to Begin

California's data rule went into effect in January, but wasn't being enforced until now

CMO Responsibilities Need to Expand

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

Top Companies Consider Values, Not Just Value

Consumers prefer doing business with firms with a conscience, Accenture 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.