Wireless carriers finally begin their 5G rollouts, and the business potential is huge, as a world of new opportunities opens not just for consumers but for the companies that want to do business with them.
Leonard Klie //
10 Jan 2020
Companies adopt a new way to collect information in their ongoing quest to gain a single view of the customer
Paul Korzeniowski //
10 Jan 2020
In 2020, customers will demand both in-store and online touchpoints
Phillip Britt //
10 Jan 2020
Having tons of customer data means nothing unless companies can turn it into actionable intelligence that they can use to influence or alter the bottom line. That translation might not happen immediately, but it has to happen eventually if data projects are to sustain themselves.
Phillip Britt //
26 Nov 2019
Your customers are giving you valuable input through formal reviews and unstructured feedback across the entire digital world. To get a complete view of customer insight, you have to think of feedback as an ecosystem, and you'll need to manage your reputation across a broad set of sites.
Adam Dorfman //
20 Jan 2020
Don't spend thousands of dollars trying to find and woo strangers, ignoring the people who already know your brand. Companies that neglect their fans for too long inevitably lose those valuable customers to businesses that know how to show a little appreciation.
Matt Moody //
02 Jan 2020
Funding cuts, data protection concerns, and ever higher donor expectations have made it harder than ever to attract and retain donors. But advancements in data collection and analytics can help organizations understand what motivates donors to give, and what discourages them from doing so.
Gerry Gualtieri //
19 Dec 2019
In today's hyper-connected sales environment, businesses require more than surveys or the Net Promote Score to gain a comprehensive view of the customer. Scalable, cloud-based customer journey analytics give companies their best chance at identifying unmet CX needs.
Mark Smith //
10 Dec 2019
A big reason why innovation is so slow to take hold in the industry is the short time frame CX leaders are given to prove ROI.
Leonard Klie //
23 Jan 2020
More customer data leads to smarter AI, and the sky's the limit
Barton Goldenberg //
26 Nov 2019
Loyalty and CX are not the same thing
Maxie Schmidt-Subramanian //
28 Oct 2019
CRM platforms must capture and organize ever-increasing amounts of data, and AI can help
Michael Vickers //
18 Oct 2019