Insight

Required Reading: Companies Can Innovate and Cut Costs with Costovation

R&D doesn't have to suffer just because money's tight

Sales Is Merging with Science

More STEM graduates are finding their niche in sales careers

An Empowered Workforce Needs a Culture of Engagement

Employee engagement, employee experience, and employee enablement have to come together

Buyer Enablement Is the Key to B2B Sales

Much of the sales process happens before sales reps get involved

The Four Stages of Content Consumption

The content that B2B audiences consume reflects their position in the conversion funnel, research finds

Mobile Ad Spending to Continue Gains

Video will be a major factor in mobile ad spending growth, Forrester Research finds

Required Reading: Understanding How Customers Buy…& Why They Don’t

In a world of nearly infinite choices, companies need to shift their focus from how they sell to how customers buy

Sales Require Organizational Overhaul, Better Data

Most sales teams still struggle with infrastructure and processes, study finds

Required Reading: How to Master Sales Enablement

In a world of informed buyers, sales enablement can help organizations set themselves apart

Gig Economy Has Contact Center Potential

Customer communities can be a fruitful source of freelance customer service workers

E-commerce Communities Alter Companies’ Go-to-Market Strategies

CMO Council urges adoption of the 4Ps of marketing: precision, personalization, persuasion, and perfection

Encouraging Companies to Do Good (and Make Money Too)

Customers increasingly expect companies to be good citizens

Most Consumers Don’t Finish Online Forms

Clutch survey finds that 81 percent of people have abandoned at least one online form, and few return to complete them

Despite Technological Advancements, Live Agents Are More Crucial Than Ever

Technologies such as IVR are able to address straightforward questions, leaving the complex ones for agents to handle

Companies Don't Need Websites to Benefit from SEO

Links to local search results also rely on accurate and up-to-date information on the Web.

Customer Sentiment Is Becoming a New Imperative

Sentiment and emotion analytics are poised for 3,000 percent growth

IoT Technology Has Huge CX Potential

Companies can use IoT data to improve product and service delivery

Court Strikes Down TCPA Expansions

Appeals court decision overturns the FCC's new definition of autodialers

ON THE SCENE: At Adobe Summit 2018, Adobe Urges Companies to Enter the Experience Business

At its annual user conference, Adobe urged attendees to make experience their business

Required Reading: Businesses Should Ask Would You Do That to Your Mother?

Company leaders need to focus on what it takes to make Mom proud, and do likewise.