A Trip Down Social Media’s Memory Lane Uncovers Emotions
And it's not just social media; CX can produce memorable (hopefully positive) feelings.
Understanding the Metaverse Economy
Enterprises will be able to bring their physical and digital presences together.
The Next Frontier in Customer Engagement: Streaming Video
But be warned: Livestreaming isn't easy, even if it looks that way.
The Metaverse Won’t Be as Forgiving as Web 2.0
Customer experience leaders need to figure out their place in the metaverse economy.
Long-Term Customer Loyalty Is Long Gone
Having the best product or service is not enough; loyalty pros need to focus on other factors.
Our CRM Industry Awards Turn 20 Amid a World of Change
It was hard not to notice that this year has seen an unusually high number of significant mergers and acquisitions.
Six Future-Ready Trends to Boost Your Digital Transformation
Thanks to technology advances and the pandemic, we've passed the point of no return. Transforming your business must happen now
Social CRM: Your Voice for Sharing Subject Matter Expertise
Potential buyers are turning to lots of influencers. You need to make them advocates for you.
The 360-Degree Customer View Fallacy
Do we really need to know everything about customers?
VR/AR: A Game Changer for Sales and Marketing
Virtual reality/augmented reality is poised to remake CX.
B2B Brand Leaders Are Optimistic for a 2021 Pandemic Recovery
We may be approaching the beginning of the end. This is good news for customers.
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.
Value, Not Volume: The New Bar for Good Marketing
The coming revolution in marketing is not simply a matter of increasing and improving use of digital channels. It rests on a better and better-integrated understanding of customers.
Data Links Disparate Technology Demands
"Every step you take toward being a data-forward marketing organization is a positive one."
Virtual Events Stink. Here’s How to Improve Them
With online conferences, let's have less hostage videos, more spontaneity
Companies Have Built Up CX Equity. Here’s How They Should Use It
A reservoir of goodwill will be critical to bringing back customers once the crisis passes
3 Ways to Enhance Customer and Employee Collaboration Post-COVID-19
Now is the time to harness all the tools of customer engagement
How Can We Listen to Customers When No One Is Talking?
Response rates are down, but don't throw in the towel!
When Designing Customer Engagement Programs, Remember: Style Matters
Interfaces should be simple and intuitive, but also visually appealing
Is Your Business Tapping into All Available Data Sources?
Acquisition, automation, and augmentation can help overcome data management challenges