VR/AR: A Game Changer for Sales and Marketing

Virtual reality/augmented reality is poised to remake CX.

Who Really Wins When Business and Politics Collide?

In today's hyper-divided political climate, coming down on one side or the other is sure to ruffle feathers.

Subscription Models Equaled Strong CRM in Our Pandemic Year

Tighter bonds with customers helped subscription-based businesses weather the storm.

How to Regain Customer Trust in 2021

Your user experience needs to inspire user confidence.

Customer Experience in the Post-Pandemic World

It's time to move ahead and not wait for things to go back to "normal," because the meaning of normal has changed, and consumers' expectations have been permanently altered.

Digital Agility Will Be the Key to Continuity in 2021

The pandemic has shown that just about anything that can be done in person can be done digitally

Emerging Technologies Can Keep Your Digital Hotel Solidly Booked

Virtual gathering places for customers benefit from collaborative and immersive apps like Zoom, virtual reality, and augmented reality.

Data Links Disparate Technology Demands

"Every step you take toward being a data-forward marketing organization is a positive one."

Technology Can Help Us Through the Tough Times

COVID-19 spurred companies to finally start embracing new technologies to continue operations as their employees were being urged to stay home

Is Your Enterprise Ready for Direct-to-Consumer Business?

The final point of sale in an omnichannel marketplace is shifting

Here’s One of the Best Ways to Make Your Customers Happy

Make your agents happy first—and outsourcers demonstrate innovative ways to do that

To Truly Work, AI Needs to Get Really Personal

Artificial intelligence must do more than reflect back what it thinks it knows about us

Are Grocery Services Profitably Delivering on Customer Experience?

The last mile of direct-to-consumer supply chain is challenging

Amazon Serves Up CX Lessons

With Go and AR, the giant retailer is showing us how new tools can connect with customers

Retailers Need to Adapt to the Smart Customer

Smartphone-wielding customers are reshaping the shopping experience, both online and in-store.

Bold Modern Commerce Experiences Require Extreme Personalization

The Amazons of the world know exactly what their customers want, and to compete your company must, too

Retailers Must Embrace New Shopping Experiences

Online disruptors and a new breed of digital consumer mean its sink-or-swim time for traditional retailers and consumer goods sellers

Vice Squad

The art of selling things that are bad for you

Tapping the Switching Economy

Three tips for keeping customers from straying.

Designing Humor: IKEA Mocks Apple

Our consumerist obsession values hype over innovation.