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Insight

Surveys Find Shift to Virtual Events a Modest Success

Online conferences fail to deliver desired networking opportunities, IDC finds

Trust Is Key to Creating a Customer Bond

Deloitte highlights the need for companies to connect with consumers on a human level

Required Reading: AI Has Complete Power Over the Customer Experience

Artificial intelligence and the data fed into it will be the key to good customer service

Better Service Requires an Omnichannel Contact Center

A CCW Digital survey highlights the need for companies to offer more outreach channels

CCPA Enforcement Set to Begin

California's data rule went into effect in January, but wasn't being enforced until now

Required Reading: Your Customers Need to See You on the Internet

Digital marketing is a necessity because consumers are online

On the (Online) Scene: Medallia, Talkdesk, Verint, Genesys, and Pegasystems Hold Virtual Events

Amid the pandemic, the conference season moved online. Our roundup of the virtual happenings this spring.

Social Media Is No Longer an Imperative

Forrester says it's OK for companies to break up with social media

The Pandemic Can’t Subvert Customer-Centricity

Customers need to remain at the heart of contact center interactions, CCW advocates

CMOs Not Optimistic in Post-COVID Era

West Monroe survey shows marketing leaders fear longer recovery

Required Reading: Building a Brand Requires Getting Leaner

Companies looking into new markets can benefit from a new approach

Companies Change Sales Tactics Amid COVID-19

Companies are optimistic about a recovery, but they can't just plan for the short term, research finds

The CARES Act Can Drive Customer Obsession

Forrester outlines how companies can use COVID-19 funding to improve customer experiences

CCW Outlines 5 Strategies for Modernizing Contact Centers

Data will forge new contact center capabilities by 2025, CCW Digital Predicts

Pandemic Heightens the Need for Analytics

Companies want to know how COVID-19 changes consumer behavior

Modern Advertising Needs New Strategies

Marketing needs to adapt to higher customer expectations, Forrester urges

Required Reading: Tips to Keep Customers from Going Away

Good customer experiences can lead to lifelong loyalty and growth

With Customer Service Spiking, Investments Should Focus on Productivity

Gartner suggests spending on technology that will increase employee performance

4 Methods for Measuring Marketing’s Impact

With marketing budgets on the rise, Gartner details ways for leaders to identify ROI

CMO Responsibilities Need to Expand

Forrester says marketers need to be more customer-obsessed to succeed