Chat Ready for Takeoff; Some Companies Aren’t
11 May 2022
Many consumers are already comfortable with the technology, Forrester finds.
2022 Marks the Advent of the Metaverse Continuum
09 May 2022
Accenture highlights the fledgling metaverse in its ‘Technology Vision 2022' report.
Consumers Do Contact Customer Service After Proactive Outreach
04 May 2022
Flaws in proactive customer service can cause more harm than good, Gartner finds.
Satisfaction Does Not Guarantee Loyalty
02 May 2022
Impressions go a lot further in ensuring repeat business.
B2B Sellers Should Focus on Situational Buyer Insights
27 Apr 2022
Sales leaders can leverage situational awareness to lead with empathy.
Leaders See Customer Service as a Value Center
25 Apr 2022
Companies that view customer service not as a cost center see 3.5 times higher growth.
CX Investments Pay Off
21 Apr 2022
Companies that provide good customer experiences perform much better, an ROI study shows.
Engagement, Innovation Are Keys for B2B Marketers
20 Apr 2022
Social distancing proved the need for new approaches to marketing, Forrester finds
What Keeps CMOs Up at Night?
18 Apr 2022
COVID, supply chains, inflation, and new brands join ROI as top concerns, Brand Keys finds.
Required Reading: Putting Empathy in Action
01 Apr 2022
Genesys CEO advances the Experience Index as an NPS replacement.
Customer Service Leaders Need to Invest in AI
28 Mar 2022
Three areas in particular stand to benefit.
Google Shifts to Topic Modeling
24 Mar 2022
Ads will be based on customers' browsing histories.
Proposed Legislation Targets Data-Driven Advertising
22 Mar 2022
The bill would limit the so-called ‘surveillance advertising' model.
Gartner Urges Supplementing Surveys with Analytics
09 Mar 2022
The primary goal should be to make customer data actionable.
Retailer CX Fails to Impress
08 Mar 2022
The customer experience dip follows two years of gains, Forrester says. Plus: Five recommendations for how to fix it.
Required Reading: Loving Relationships with Customers Have Great Worth
02 Mar 2022
Customers want to feel worthwhile in their dealings with companies.
Required Reading: Keeping Pace with Customers Is a Worthy Goal
03 Feb 2022
Interactions today need to be personalized, inviting, and inclusive.
Revenue Operations to Dominate Marketing Operations
26 Jan 2022
‘RevTech' will be key to sales and marketing success in 2022, Dun & Bradstreet predicts.
NFTs Continue to Gain Traction
19 Jan 2022
Non-fungible tokens provide value to digital companies despite questions.
What’s in Store for CRM in 2022?
19 Jan 2022
CRM industry insiders share their thoughts about what lies ahead in the new year.