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Insight

Required Reading: Education Isn’t Just for Kids Going Back to School

Informed consumers are key to company and customer success.

CMOs Should Work Closely with Procurement

CMO Council research finds opportunity for marketing to optimize sourcing through procurement.

Different B2B Buyers Show Different Signals

Being able to recognize buyer intent signals is key to success, Forrester finds.

First-Contact Resolution Should Be a Higher Priority

ContactBabel says companies see the need to reduce the number of contacts but aren't following through.

B2B Buyers Need to See the Value Today

Sellers need to know what's valuable to each individual buyer, Forrester finds.

Content Is Key to Conversational AI Success

As marketing and sales adopt AI, the focus should be on building the right messaging.

E-Commerce’s Better-than-Expected Boom

Forrester clocks returns far higher than projected.

Apple’s Ad Performance Tracking Additions Fall Flat

Ad industry insiders see the moves as providing little value to most.

Forrester’s 5 Steps to Optimize B2B Ad Budgets

Greater attention needs to be paid to proper audience targeting, says a new report.

Marketing Budgets Beginning to Recover

Gartner sees marketing budgets rise as a percentage of revenue.

Staking a Spot in the Metaverse Is for the Risk-Takers

Designing experiences for the metaverse will require bold action, Forrester warns.

Required Reading: Strategies for Navigating the ‘Metail Economy’

Companies need to transform their businesses to thrive in the me-centric revolution.

Customers Increasingly Research Companies on Third-Party Sites

Customer service leaders should evaluate outside sources of information, Gartner urges.

CX Programs Must Look Beyond the Initial Sale

Gartner finds that focusing only on the path to purchase cannot drive CX outcomes,

Forrester Answers the 10 Questions for Closing the Customer Loop

Following up with consumers who offer feedback doesn't have to be difficult.

Voice Assistants Still Underutilized for Business

Despite widespread availability, companies and customers aren't interacting with them.

The New Marketing Is a Cognitive Process

Savvy marketers are turning to brain science to learn how to appeal to customers on a new level.

Chat Ready for Takeoff; Some Companies Aren’t

Many consumers are already comfortable with the technology, Forrester finds.

2022 Marks the Advent of the Metaverse Continuum

Accenture highlights the fledgling metaverse in its ‘Technology Vision 2022' report.

Consumers Do Contact Customer Service After Proactive Outreach

Flaws in proactive customer service can cause more harm than good, Gartner finds.