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Viewpoints

How Brands Can Drive Emotional Connection in the Digital Era

The pandemic showed that entertainment brands can't always count on in-person engagement. Here's how to foster an emotional connection that will last.

First-Party Data Is Marketers’ Secret Ingredient for Customer Loyalty

What does the demise of the third-party cookie mean for marketers? That you must develop a powerful first-party data strategy to win the trust and loyalty of your customers.

From CX to EX: How Customer Experience Will Evolve as Ecosystems Take Hold

As ecosystems come to the fore, companies must react to how this intermingling of disparate partners impacts the traditional customer experience. Here's how to shift to an "ecosystem experience" mind-set.

A CRM Agency’s Secret Weapon: The Data Scientist

Everyone has data. It is what you do with it that really matters—like transforming it into meaningful insights that your business can use to make smarter decisions.

Ethically Sourced Data and Smart Market Research: Marketing Predictions for 2021

ResTech has the power to provide marketers with the road map to a successful future.

4 Keys for a Successful CRM Implementation

CRM is not a straightforward tool you can simply onboard your teams onto or add to your existing tech stack. Its deployment within an existing business requires a forward-thinking approach to ensure success.

Quarantining With My Kids: A Customer Experience Lab in My Living Room

Lessons a marketing leader has learned watching the next generation use technology point toward the future of CX.

5 Tips for Effectively Managing Your CRM

Your CRM platform is never "done." Here are some best practices to help you better manage your CRM system and maximize the value of this critical technology investment.

Chat Translation Helps Open the Door to Global Customers

Foreign language chat technology allows you to converse with customers in different languages without the need to employ a team of linguistic experts, saving your business time, money and effort while opening the door to countless opportunities across the globe.

Service Is the New Flagship Storefront

Here is why and how you should transform your customer service center into a flagship storefront that generates revenue, customer satisfaction, and trust.

Where Is CX Headed in 2021? 3 Predictions for the Year Ahead

The digital transformation hastened by 2020 will lead companies to continue catering to the connected customer experience lifestyle.

The Data Impacting CX and Growth That Chief Digital Officers Are Missing

Customer experience, revenue, and costs are impacted by not having a digital returns approach, as the absence of true returns data means that many retailers do not have an end-to-end view of their business.

3 Ways Marketers Can Measure Program Value in 2021

It is more important than ever to show the ROI and value of your marketing programs, but standard metrics have often fallen short. Here are three key areas to focus on.

5 Key Customer Loyalty and Engagement Trends for 2021

Now is the time to anticipate and strategize for the post-pandemic changes in outlook and behaviors.

When It Comes to Business Applications, You Don’t Have to Have It All

Why pay for something you don't want? An app that does one thing really well has the advantage over one that does five things poorly.

How Research Technology Can Help You Keep Pace with Consumer Sentiment

Marketers need to understand changing consumer sentiment to create brand partnerships and marketing campaigns that feel authentic and genuine.

Deep Customer Insights: The Key to Building Excellent Products

To get the right products to market, faster, companies need to leverage every customer conversation and interaction they have.

As CX Leaders Learn to Adapt, Here Are 4 Lessons to Keep in Mind

While it's easy to be overwhelmed by all the change, it is also an opportunity to go back to the basics and refocus efforts as we look to and plan for a new and forever-changed 2021.

Using CRM, Retailers Can Send the Right Offers, in the Right Way, at the Right Time

Amid COVID, retailers can still generate sales—online and in-store—but they need to think strategically about how to leverage the information available to them to connect with consumers.

Brand Loyalty Hinges on Emotional Connections

Companies can build lasting loyalty by forging an emotional, purpose-driven connection—and by designing loyalty programs that reflect and promote their brand values.