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.