Multi channel customer experience management
- December 02, 2016
Experts held forth on the promise and pitfalls of technologies that are changing today's environment at the Gilbane conference.
- November 29, 2016
HubSpot CEO Brian Halligan recently outlined research on how the sales cycle has changed: Supply is up, demand is down and the cold call is dead.
- June 16, 2016
There are a number of tools that help companies collect and analyze customer data behind the scenes, but the most valuable interactions may happen out in the open on social media.
- April 06, 2016
Although consumers have been reticent about digital payments, new services -- such as Venmo and blockchain -- are making the benefits of mobile payments difficult to deny.
- March 31, 2016
A PwC expert says customers expect more and more from their digital interactions with companies. But marketing methods like customer personalization haven't caught up.
- March 29, 2016
The Royal Bank of Scotland wanted to know more about its customers, and it wanted to use analytics to gain that insight. But it needed to democratize the data first.
- March 29, 2016
Royal Philips of the Netherlands wanted to step into the modern era of content marketing to better serve customers on its website. But legacy IT systems stood in the way.
- March 25, 2016
Redbox, a video rental company, is well past the tipping point for its customers being on mobile. But capturing sales requires understanding their 'happy path.'
- February 22, 2016
With the addition of new mobile app features, Adobe Marketing Cloud strives to make enterprise mobile apps more compelling and user-friendly.
- December 22, 2015
New CRM technologies such as the Internet of Things and native analytics apps piqued interest in 2015. But adoption of these technologies has yet to reach critical mass.
- December 14, 2015
Marketers need to put customer experience at the center of content marketing strategy. Technology and process should take second place.
- July 01, 2015
While malls are dying, lifestyle centers could signal the next chapter for retail -- aided by mobile technologies.
- June 12, 2015
As mobile e-commerce gathers steam, companies are struggling to make it a frictionless reality for customers and pain-free for themselves.
- May 22, 2015
At the ICMI Contact Center Expo, users were interested in how to make their centers more efficient while serving customers in whatever channel they choose.
- March 19, 2015
To clean up Philadelphia, Rosetta Lue uses technology to be responsive to citizens -- and customer experience principles to treat residents like VIPs.