The Perils of Data Onboarding: Why Quality Beats Quantity Every Time
Thriving in times of change means embracing it. To succeed in today’s hyper-dynamic environment, marketers must adopt key strategies…
Beyond Demographics: The Latino/Latinx/Latine Debate
Not a day goes by when a client doesn’t ask us to opinionate about whether they should use…
Deep Dive into the Consumer Motivations that Drive Sales
Does Psychology Provide a Crystal ball into Brand Performance? Human beings have always longed to predict the future…
4 Ways AI Can Be Leveraged in Automotive Aftermarket Today
We are witnessing a transformative era similar to what we felt when the internet emerged, and how we…
Travel Loyalty in an Age of Value
iSeatz 2024 Loyalty Trends Report: What consumers value most in their loyalty program is saving money on travel.…
“I want to thank me!” – What Brands Should Learn from LGBTQIA+ Consumers
At the 75th annual Emmy Awards, Niecy Nash-Betts delivered a remarkable acceptance speech for best supporting actress in a limited…
Loyalty Reimagined (Pt 1)
A Blueprint for Active Customer Engagement in Today’s Market Alone we can do so little; together we can…
Product Search Matters More for CX – Here’s Proof
As AI becomes more powerful, retail and ecommerce—like many industries—are looking for the best ways to leverage it.…
4 CX Trends for 2024: Your Guide to Navigating the Year Ahead
For many CX professionals, leaving 2023 behind comes with a sigh of relief. The increase in customer expectations…
Wrangling the Wild West of Digital Dashboards
“It’s complicated right now. Carmakers have invested in cutting-edge UI design without any boundaries or industry standards.” Are…
Three Issues Crippling Current Loyalty Programs
The Cost of Intransigence and What to Do About It “Adapt or perish, now as ever, is nature’s…
Three Podcasts Uplifting the Black Experience and Inspiring Listeners
As podcasts grow in popularity among Black American audiences, podcasters have an important opportunity to use their platforms…
Six Ways Marketing Leaders can Collaborate with Tech
Technology leaders want a strong Marketing partner. They look to Marketing to be articulate, visionary; to build a…
Tackling Retail Supply Chain and Inventory Challenges in 2024
The year 2024 presents a unique set of challenges for retailers, particularly in supply chain management and inventory…
Media at the Intersection of Latinx and LGBTQIA+
Brands and Media Can Make a Difference Given the current backlash against LGBTQIA+ and its impact on the community,…
Customize and Make It Personal
Distinct from zooming in, customizing is the lens that guides you to think about how you can take…
The Employee is Always Right
“The customer is king”, we’ve all heard it and know what it means. But a king is nothing…
Headless CMS as a Capability Not a Strategy
Arc XP’s Matt Monahan explains what goes into success with a headless CMS.
Connecting with the Elusive Gen Z and Generation Alpha
For brands and companies to remain relevant to Gen Z audiences, it’s going to be increasingly important to make sure corporate values are aligned with the values this generation espouses.
The Age of AI vs. Customer Engagement and Delight
AI can help businesses engage with and delight customers like never before.
Experience 2.0 – Designing for Emotional Presence
We must now ask, what’s the next chapter of experiential design that can facilitate and deepen emotional presence? How do we unlearn our unconscious biases in order to design for what we need?
The 4 Reasons Your Journey Maps Are Failing You
How leading businesses are turning from the customer journey map to the customer.
Three Pillars of User Delight
Delight can be experienced viscerally, behaviorally, and reflectively. A great design is supported by all three of these pillars and is best evaluated with specific research methods.
Survey Finds Marketers Use Just 42% of Their Martech Stack
The 16 percentage point drop in overall martech utilization in the past two years can be attributed to a significant amount of overlap among marketing technology solutions.
How to Calculate and Reduce Churn Rate
The idea that retention is important may seem like a basic concept, but focusing on churn reduction is the best way to utilize resources for many companies.
Level Up Your Sales Reps’ Performance With Conversation Intelligence
With AI-powered conversation intelligence technology, sales professionals can access real-time insights and coaching to improve their sales performance without sacrificing the personalized experiences customers crave.
Latent Loyalty: How Restaurants can Improve Customer Retention and Profits through a Digital-First Loyalty Program
Today’s customers are strongly influenced in their shopping decisions by loyalty programs, incentives, and personalized promotions, yet many…
Future Forecasting: Predicting Customer Behavior with Data
Anticipating your customers’ wants and needs isn't a superpower or gimmicky mind trick – it's a valuable business strategy that supercharges sales!
MaxDiff vs Conjoint Analysis: Which Should I Use?
Each has a unique approach and output that can be beneficial depending upon your use case.
B2B Marketers Go for a Win with Customer Retention
The biggest opportunity in an uncertain market is to focus on convincing customers to stay and customer expansion opportunities.
Data Management Is Dead – Data Empowerment Has Emerged
It’s clear that these old approaches to Data Management simply cannot meet the needs of modern data teams.
Financial Services and Banking: Leaning into Digital-First Channels
Leveraging digital-first strategies, AI and automation will deliver the winning solutions needed to stay competitive, maintain loyalty and achieve long-term success.
Harnessing Social Commerce: The Wild West of E-Commerce
Social shopping journeys haven’t benefited from the 30 years of optimization, and this is evident in what consumers experience.
Hybrid Cloud: 5 Ways it can Improve the Customer Experience
As you develop your organization's cloud strategy, consider an experts' insight on the advantages of the hybrid cloud.
Is Value Realization the Secret to Customer Lifetime Loyalty?
What is value realization, and how can it help you create more loyal customers?
Social Listening Strategy: How to Get Started and Leverage It to Unlock Opportunities
Social listening tells you what the discussions around your brand are, along with how and where they’re happening.
10 Ways to keep Delighting your Customers when your Budgets are Under Pressure
10 different ways in which you can add a little magic to your CX without needing to make gigantic investments.
Tokenisation and the Transformation of QSR
The tokenisation phenomenon is part of a relatively recent, yet seismic, industry shift towards cloud computing.
How Brands Can Connect with the Hybrid Shopper
Hybrid shoppers are a valued customer to CPGs, because this profile ultimately engages more with brands than most other groups.
It’s Not the Metrics, But the Customer Story That Counts
There is ample debate as to which approach to understanding your customer is "best". But there can be no doubt that analyzing and understanding the customer journey is one of them.
Edelman Trust Barometer – My Top 5 Takeaways
In a special report on brand trust, Edelman called trust: ‘the new brand equity’. Trust and business integrity now play a much more significant factor in purchasing decisions.
Unpacking the “State of the Digital Customer”
A Conversation with Heather Richards, VP GTM Strategy at Verint
Wiedemann: Managing Toward Invisible Pain
It is energizing and inspiring to get a good feed of current survey information, especially in this time…
Automation – A Trend or Ultimate Solution?
Amit Vohra shares his insights on how businesses should be leading change in the wake of digital transformation and the impact it has for both customer service provider and the end customer.
How Often Should You Seek Customer Feedback – The Short Answer is Always!
A voice of the customer solution helps manage feedback in smart ways and reads between the lines of customer interactions to truly understand so much more.
Wiedemann: Where Eyeballs Are Going
For all of us in the fields of marketing and media we have always been taught (and seen for real) that dollars want to flow to where the right eyeballs are.
Data Inclusion & Ethics: What You Should be Asking your Customers
A fully consented brand-customer relationship will generate the most brand trust and hold up to current and future regulations.
Finding the ROI in CX
Setting, reviewing, and updating customer experience program goals are the key to measuring CX performance and continuously improving it.
Employee Branding is a Critical Component of the Customer Experience
Employees are critical to delivering great customer experiences. When employees are treated fairly and feel empowered, they in turn deliver better experiences for customers.
Employee Branding is a Critical Component of the Customer Experience
Employees are critical to delivering great customer experiences. When employees are treated fairly and feel empowered, they in turn deliver better experiences for customers.