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Insight

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.

Satisfaction Does Not Guarantee Loyalty

Impressions go a lot further in ensuring repeat business.

B2B Sellers Should Focus on Situational Buyer Insights

Sales leaders can leverage situational awareness to lead with empathy.

Leaders See Customer Service as a Value Center

Companies that view customer service not as a cost center see 3.5 times higher growth.

CX Investments Pay Off

Companies that provide good customer experiences perform much better, an ROI study shows.

Engagement, Innovation Are Keys for B2B Marketers

Social distancing proved the need for new approaches to marketing, Forrester finds

What Keeps CMOs Up at Night?

COVID, supply chains, inflation, and new brands join ROI as top concerns, Brand Keys finds.

Required Reading: Putting Empathy in Action

Genesys CEO advances the Experience Index as an NPS replacement.

Customer Service Leaders Need to Invest in AI

Three areas in particular stand to benefit.

Google Shifts to Topic Modeling

Ads will be based on customers' browsing histories.

Proposed Legislation Targets Data-Driven Advertising

The bill would limit the so-called ‘surveillance advertising' model.

Gartner Urges Supplementing Surveys with Analytics

The primary goal should be to make customer data actionable.

Retailer CX Fails to Impress

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

Customers want to feel worthwhile in their dealings with companies.

Required Reading: Keeping Pace with Customers Is a Worthy Goal

Interactions today need to be personalized, inviting, and inclusive.

Revenue Operations to Dominate Marketing Operations

‘RevTech' will be key to sales and marketing success in 2022, Dun & Bradstreet predicts.

NFTs Continue to Gain Traction

Non-fungible tokens provide value to digital companies despite questions.

What’s in Store for CRM in 2022?

CRM industry insiders share their thoughts about what lies ahead in the new year.