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