4 Trends in Digital CX Point to Some Progress
Beefed-up design teams and better digital accessibility are critical, Forrester says.
Digital Sales Can’t Exclude Reps Completely
Companies can't rely on digital or human sales interactions alone, Gartner finds
The CMO’s New Role: Change Leader
Customer-centricity will only happen with top-down changes, Forrester maintains,
Required Reading: Keys to Shaping Unbreakable Bonds
CX transformation will help companies forge deeper customer relationships.
Digital Experiences Don’t Impact Purchase Decisions
Gartner research shows CMOs must rethink their digital strategies.
Google Delays Cookie Phaseout
Google is pushing back its plan to do away with third-party cookies by two years.
CX Doesn’t Have to Be So Expensive
Customer service costs rose during the pandemic, but now it's time to get back into savings mode.
Required Reading: Amazon Can Be Beat with the Right Focus
To compete with digital giants, identify and stick to a target market.
Digital Marketing Challenges Move Within
Organizational difficulties will be the biggest hurdle in 2021, Gartner finds
The Five Ps of Sales Success
Sales leaders will need to emphasize purpose, precision, personalization, productivity, and profitability, Forrester advises.
Americans Lack Digital Privacy Knowledge
Most people do not fully read privacy agreements, a study finds.
Marketers Who Respect Contextual Privacy Stand Out to Customers
Companies should collect and use private data as part of a fair exchange of value, Forrester urges.
Marketers Need to Consider Post-Pandemic Behaviors
Some consumers will be ready for face-to-face contact, but other consumer behaviors that developed during the pandemic will endure.
Required Reading: Trustworthy Companies Focus on These Three Things
Here's how organizations can earn trust, loyalty, and respect.
Chat Adds to Retail Success
Consumers patronize companies that offer chat on their websites.
Gartner Uncovers Gaps in Socially Distanced Selling
Sales organizations must address three main challenges around coaching in a virtual sales era.
B2B Marketplaces Offer Opportunities for Marketers
Businesses have embraced the digital marketplace much like consumers have.
Required Reading: Augmented Intelligence Is the New AI
Collaboration between humans and machines is the way of the future.
Third-Party Messaging Offers Customer Service Opportunities
Businesses can meet consumers where they are by adding messaging apps to their channel mix.
Virginia Passes Privacy Legislation