The Marketing Content Continuum
How to get the most bang out of marketing messages by reusing them effectively.
As Loyalty Withers, Lifetime Value Needs to Be Redefined
Customers today are far more fickle, so loyalty needs to be measured differently.
What Will It Take for Omnichannel to Live Up to Its Promise?
Omnichannel customer service technology exists. Now companies just have to deploy it properly.
Customer Service Woes? Don’t Tell Me
There might be lot more quiet quitting in customer service than companies care to admit.
Why Does Customer Service Keep Getting Worse?
Execs talk a good game about the value of great CX, but reality doesn't measure up.
The Tipping Point
CRM Often Can’t Get Out of First Gear
Here's how companies can get themselves back on track.
The Transformation of Workforce Engagement Management
After a strong year, these solutions are poised for a wave of innovation, thanks to AI.
Sorry, Companies. We’re Just Not That Close.
Brands need to tread lightly when it comes to messaging with their customers.
Forrester's Three Drivers of the Best B2B Growth Engines
What causes B2B growth engines to break down, and what do the best growth engines look like?
AI Is Not the Cure-All for Customer Service Woes
Forrester warns companies against relying too heavily on generative AI alone.
Generative AI to Usher in a Bold New Future for Business
AI will bring together physical and digital worlds for companies, Accenture notes.
Looking for Effective Ad Imagery? It's Cool to Include this
A study suggests that cold imagery creates a perception of newness in advertisements.
Non-Sales Functions Dominate Sales Reps’ Time
Skills profiles have changed to include analytics, business acumen, and institutional knowledge.
Online Shoppers Like ChatGPT
A Capterra study finds that more than half of consumers have had negative experiences with traditional retail chatbots.
Required Reading: Follow This Blueprint to Build Company and Customer Experiences
Creating the right company culture requires the right foundation.
Pack Makes the Cut with Clothier
Cuts Clothing stitches together a better web experience with Pack CMS.
Power Digital Drives Lord & Taylor’s Digital Growth
The move away from brick-and-mortar didn't hurt the iconic retailer.