Customer journey technology evolves to home in on customer service breakdowns.
Phillip Britt //
06 Jul 2026
Content is still king, but only when it meets the right customer at the right time and place.
Phillip Britt //
06 Jul 2026
The shift away from new customer acquisition is finally taking hold.
Linda Pophal //
06 Jul 2026
After many false starts, QR codes have finally found their footing, but marketers need to treat the post-scan experience as seriously as the code itself.
Linda Pophal //
30 Apr 2026
Software sales followed a simple playbook that hasn't panned out.
Bob Pedersen //
01 Jul 2026
Customer journeys rarely unfold in an orderly fashion; they're shaped by intent, timing, behavior, friction, and feedback as they happen.
Onur Alp Soner //
22 Jun 2026
As inbox providers and operating systems crack down on generic marketing outreach, poorly personalized messages are increasingly filtered, suppressed, or ignored. Behavioral relevance and real-time personalization are more essential than ever.
Ravi Dodda //
04 Jun 2026
Most CRM implementations fail not because companies choose the wrong platform, but because they skip the critical first step: designing their sales motion.
Andy Fowler //
29 May 2026
Sales managers should be the connective tissue between leadership and sellers.
Michael Katz //
19 May 2026
Knowledge management is no longer confined to contact centers or tech support.
Donna Fluss //
19 Mar 2026
Investors need a window into the health of a business.
Danny Estrada //
18 Feb 2026
No one department should have exclusive responsibility for the customer experience.
Leonard Klie //
04 Mar 2026