Customer Experience

Virtual Assistants Acting Naturally

Virtual Assistants Acting Naturally

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TouchCommerce is leveraging natural language processing to create more intelligent chatbots

Five Minutes With: Align the Digital Stakeholders, says Jay Stevens

Five Minutes With: Align the Digital Stakeholders, says Jay Stevens

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Jay Stevens, CRO at Adform, sees TV and out-of-home lagging behind as data driven channels

One on One: Consumers Moving Across the World, with Duncan McCall

One on One: Consumers Moving Across the World, with Duncan McCall

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Duncan McCall, CEO of Place IQ, discusses the importance of location to modeling consumer behavior

Five Minutes With: Meaningful Relationships, not Meaningless Messages, says Berkley Bowen

Five Minutes With: Meaningful Relationships, not Meaningless Messages, says Berkley Bowen

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Berkley Bowen, CEO of Cue Connect, talks about the importance of social sharing and 'wishlists' for online retail marketing, and avoiding multitudes of meaningless messages

One on One: Customers Live Out Loud, says Paul Johns

One on One: Customers Live Out Loud, says Paul Johns

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Conversocial's CMO Paul Johns talks about scaling customer service and promoting positive brand experience in the unforgiving social/mobile environment

Three Data Points on The Horizon

Three Data Points on The Horizon

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Three new, key data points are coming into focus

Five Minutes With: Small Businesses Need Better Tools, says Tim Hayden

Five Minutes With: Small Businesses Need Better Tools, says Tim Hayden

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Tim Hayden of Zignal Labs shares his marketing tech outlook

The Changing Face of Email Marketing

The Changing Face of Email Marketing

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Responsive/contextual email? It's email, but not as we know it. We take a look at its potential--and limitations.

Location, Location, (Understanding) Location

Location, Location, (Understanding) Location

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Location marketing breaks down the barriers between digital and "real" world customer journeys

Great Debate: The Tension Between Customer Experience and the Bottom Line

Great Debate: The Tension Between Customer Experience and the Bottom Line

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It's easy to talk about customer experience, but the challenge is putting it into practice - five industry professionals tell us what it means to them

Cirque du Soleil's Derricks on Finding the Quiet Spaces in Marketing

Cirque du Soleil's Derricks on Finding the Quiet Spaces in Marketing

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Bringing the Cirque du Soleil story to life requires both the emotional and the ultitarian

ClassPass Price Changes Highlight Challenges of All-You-Can-Consume Businesses

ClassPass Price Changes Highlight Challenges of All-You-Can-Consume Businesses

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Consumers complain, but will they leave?

Personalization Helps Marmot Improve Conversion Rates

Personalization Helps Marmot Improve Conversion Rates

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The outdoor apparel and equipment brand uses customer Web behavior to generate tailored recommendations and experiences.

Taking Action on Your Customer Data

Taking Action on Your Customer Data

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Our Marketing&Tech Innovation Summit partner offers insight into the many ways marketers can optimize customer data.

The 6 Stages of Digital Transformation

The 6 Stages of Digital Transformation

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Customer experience expert Brian Solis plays business psychoanalyst in mapping out the arduous conceptual journey to business reinvention.

Becoming a Customer-Obsessed Marketer

Becoming a Customer-Obsessed Marketer

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Advice for achieving and maintaining customer centricity at a time when customers expect nothing less.

"It's Not About the Device, It's About the Experience"

"It's Not About the Device, It's About the Experience"

Improving customers' brand interactions on mobile starts with a focus on the customer rather than on the device.

Why Be an "Experience" Business? Because Customers Expect It

Why Be an "Experience" Business? Because Customers Expect It

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When brands focus on the experience rather than on the product, customers respond—with their dollars and their loyalty.

It's Time to Be an Experience Business

It's Time to Be an Experience Business

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The theme at the 2016 Adobe Summit is why and how to transform to an experience business. Adobe made several product announcements in line with that theme.

It All Starts With the Customer

It All Starts With the Customer

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Speakers at #Excom2016 emphasized that companies need to put customers at the center of their strategic decision making.

Engineering Authentic Stories That Feed Customer Engagement

Engineering Authentic Stories That Feed Customer Engagement

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CMO Barbara Martin Coppola shares the tasty GrubHub marketing story and discusses its mission to "Move Eating Forward."

CMOs Are Struggling With Cross-Channel Personalization

CMOs Are Struggling With Cross-Channel Personalization

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Successful single-channel interactions are commonplace, but only 14% of CMOs polled said they're executing personalization across the customer journey.

Stop Thinking Opens; Start Thinking Relationships and Purchases

Stop Thinking Opens; Start Thinking Relationships and Purchases

As marketers look to evolve the role of email marketing, they must also reconsider how they use it to drive sales.

The Brian Solis Experience

The Brian Solis Experience

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He may not be the Jimi Hendrix of customer experience, but his new book asks, "Are you experienced?" and your answer is likely to be, "No."

Hold the Phone: Apple and Samsung Are the Most Relevant Brands

Hold the Phone: Apple and Samsung Are the Most Relevant Brands

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Google and Facebook, apparently, are not. And in a caffeine-induced upset, Folgers out-relevances Starbucks.

What Change in Customer Behavior Will Impact Marketing Most in 2016?

What Change in Customer Behavior Will Impact Marketing Most in 2016?

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Marketing industry insiders predict the most significant ways that B2B and B2C buyers will behave differently this year—and what marketers should do about it.

Facebook is the Comeback Kid of Customer Service in 2015

Facebook is the Comeback Kid of Customer Service in 2015

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Zuckerberg & Co. rode personalization to good reviews in a year when service levels slid off the table. ACSI ratings declined for six out of 10 companies.

How Snapfish Caused Me to Snap

How Snapfish Caused Me to Snap

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Broken marketing promises and a lack of customer service while ordering holiday cards turned me into a Grinch.

Poor CX Hinders Revenue Growth

Poor CX Hinders Revenue Growth

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Just 23% of B2B companies are achieving higher revenue growth thanks to customer experience—or lack thereof.

CarMax Drives Performance With Analytics

CarMax Drives Performance With Analytics

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CMO Jim Lyski is revving up business value at CarMax by using analytics to bring personalization to life.

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SK&A is a leading provider of U.S. healthcare information solutions and databases. As part of IMS Health, SK&A researches and maintains contact and profiling data for over 2 million healthcare providers, including 800,000+ prescribers. SK&A's data supports research and marketing initiatives for life sciences, medical device, managed healthcare, direct marketing, publishing, education and more. SK&A's proprietary databases are telephone-verified twice per year from its world class Research Centers. SK&A enables multi-channel marketing and sets the standard for data quality and reliability. SK&A's customers include many of America's most recognized healthcare, publishing and pharmaceutical institutions.


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