Tag: CXM

September 10, 2021

As the pandemic lingers on, digital commerce remains at the forefront of every business. The swift change from brick and mortar to online commerce created many challenges, some of which are just emerging. For example, customer expectations have become more […]

March 22, 2021

2020 saw an acceleration of consumer trends that had already been underway for years. As millions of customers moved to online as their primary way of interacting with brands and their products, businesses were forced to react accordingly and accelerate […]

January 25, 2021

Data is essential for the design and delivery of customer experience programs, but the value of the data depends on its accuracy, completeness and timeliness. According to a SnapLogic study, 76% of companies are missing revenue opportunities due to lack […]

January 7, 2021

2020 was marked by a pandemic, social injustice and uncertainty at the global level. 2021 is starting off on the same note. Looking at this from a customer engagement perspective, we’ve not only been dealing with all of these changes […]

December 18, 2020

According to 451 Research, location-based data can help marketers and brands provide better experiences for customers, even today. With location information, brands can offer personalized coupons, rewards and/or promotions based on location along the customer journey. Beyond that, brands are […]

December 11, 2020

Forty-eight percent of US consumers said they plan to shift to online shopping this holiday season, according to a recent McKinsey study on consumer behaviors amidst the ongoing pandemic. A trend toward contactless, digital-first experiences is further illustrated by 73% […]

December 10, 2020

The average brand today manages upwards of five social media accounts, four internal customer systems, multiple transaction platforms for ecommerce, point-of-sale and mobile app purchases and a marketing technology stack that is only growing in complexity. On top of this, […]

November 25, 2020

Remember CCPA? Now give it an adrenaline shot. Californian consumers now have more personal data protection rights than ever before. The state this month passed Proposition 24, or the California Privacy Rights Act (CPRA), which amends provisions and strengthens enforcement […]

November 25, 2020

If marketers could find a silver lining from the challenges we’ve faced since March, it would be that we’ve slowed down to focus on customer engagement. Brands recognize the need to listen to what matters most with their audience and […]

November 24, 2020

According to a Pega Systems study, 35% of businesses have a C-level sponsor for CX and in 36% of companies, it’s led at the director level or below. Yet C-level sponsorship can be an essential factor in being able to […]

November 12, 2020

As the pandemic continues to drag on, businesses are shifting to increasingly contactless operations, forcing traditional industries to accelerate their adoption of digital technologies. Meanwhile, many companies that have already embraced digital are extending their remote work policies indefinitely to […]

November 11, 2020

The reported breach earlier this year of millions of records involving Oracle’s BlueKai web-tracking cookie and email-tracking technology raises the questions of the perils of working with data brokers for marketers. Marketers can use the tracking tech offered by platforms […]

November 6, 2020

The audience is the currency of marketing, or it used to be until recently. Over the years, marketers have emphasized building audiences as the go-to method for closing sales and converting visitors into customers. Yet, sometimes marketers take a clinical […]

October 21, 2020

Only 10 years ago, artificial intelligence (AI) was just a lofty concept for consumers, appearing in pop culture references or fleeting news stories. Today, it pervades every corner of life, from Siri on our iPhones, to smart home security systems, […]

September 16, 2020

Ask yourself this question: which website, app or system feels like it was really designed and made for someone like you? Something that understands your needs, your tasks, your priorities — and meets or exceeds your expectations? Go ahead, I’ll […]

September 15, 2020

The road to recovery is paved with data, where data provides the fuel to power better and faster decisions, stated a recent McKinsey article. Remember, data-driven processes and digital transformation are two sides of the same coin. You need data […]

September 14, 2020

It’s not business as usual anymore, and IT teams in particular are feeling it. As budgets shrink and customer journeys grow in complexity, IT teams face tremendous pressure to find technology that is cost-effective for the business while still being […]

September 11, 2020

A brand strategy is not limited to logos, designs and names, rather, it encompasses every aspect of a business. A brand should present customers with an honest, transparent depiction of its mission and values, and a consistent, recognizable experience throughout […]

September 1, 2020

A positive customer experience (CX) is vital to the success of every business, but many times when a business attempts to build a holistic CX — that is, one that affects customers on an emotional, cognitive, and social level, a […]

August 25, 2020

Customer data platforms (CDPs) have gathered steam in the last few years. These unique solutions essentially provide a single, unified version of the truth as it pertains to your customer data, incorporating both first- and third-party data from every possible […]