Customer Experience

4 Elements of Modern Marketing

4 Elements of Modern Marketing

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Marketers who want to stay relevant need to go back to these four basics.

Creativity Should Always Be Full Throttle

Creativity Should Always Be Full Throttle

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Want your marketing to stand out? Be bold, distinct, and relevant.

Get Integrated Analytics—or Get Lost (as in Lost Customers)

Get Integrated Analytics—or Get Lost (as in Lost Customers)

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Tealeaf's Ken Bisconti wants to know, "Why is every interaction with a brand NOT a marketing opportunity?" Good question.

The New Path-to-Purchase Is Cross-Screen. Is Your Marketing?

The New Path-to-Purchase Is Cross-Screen. Is Your Marketing?

Join Forrester analyst Jennifer Wise and sponsor Tapad for a look at current consumer cross-screen and purchase preferences.

That's the Ticket: NBA Team Revamps Online UX

That's the Ticket: NBA Team Revamps Online UX

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The Portland Trail Blazers live up to its name by innovating a more user-friendly, engaging, and profitable way for fans to buy tickets.

Thumbs-Up to Disruptive Brands and Authentic Narratives

Thumbs-Up to Disruptive Brands and Authentic Narratives

Pandora CMO Simon Fleming-Wood acts on the believe that "the product is the marketing."

In the Age of Social, Marketing Belongs to the Masses

In the Age of Social, Marketing Belongs to the Masses

CMOs need to take the lead in synchronizing efforts across all departments and channels to ensure the brand delivers the best possible CX.

The Great Value Exchange

The Great Value Exchange

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A recent survey from Accenture reveals a growing number of customers are willing to hand over their personal info in pursuit of a great deal.

Hard Habits to Break

Hard Habits to Break

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What's blocking omnichannel marketing success? Sometimes marketers themselves.

5 Ways to Evolve Your Marketing to Omnichannel

5 Ways to Evolve Your Marketing to Omnichannel

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There's never been a better or more necessary time for marketers to embrace omnichannel. Here's how.

Make Your Marketing More Customer Centric

Make Your Marketing More Customer Centric

Learn how Macys.com uses predictive analytics to enhance its customer experience and increase online sales.

IBM Watson Partners With Genesys

IBM Watson Partners With Genesys

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IBM's artificially intelligent prodigy will be applying for work in call centers.

MINI Customers Drive Its Marketing

MINI Customers Drive Its Marketing

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The auto brand's marketers let customers get behind the wheel of its latest campaign.

Creativity + Media + Tech = One Delicious Cocktail

Creativity + Media + Tech = One Delicious Cocktail

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When marketing and technology converge, everyone's happy—including the end consumer, says AOL Platforms CEO Bob Lord, speaking at the ARF show today in NYC.

Forget Funnels and Embrace Journey-Centric Marketing

Forget Funnels and Embrace Journey-Centric Marketing

The new realities of how customers interact with brands mean rethinking marketing.

Q&A: Building a Frictionless Customer Experience

Q&A: Building a Frictionless Customer Experience

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Aashish Rangwalla, senior manager, acquisition marketing at Sony Rewards & Card Marketing, explains the importance of a great customer experience.

Phone's Still the Best Route to Customer Satisfaction

Phone's Still the Best Route to Customer Satisfaction

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Nearly nine out of 10 customers say the phone's the only way to resolve issues. Maybe that's because just half of 50 leading brands in a new study offered an email option.

Temkin Releases 2014 Customer Service Ratings

Temkin Releases 2014 Customer Service Ratings

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Amazon, USAA, and Chick-fil-A occupy the top spots, while Comcast and other telecom companies bottom out.

Forrester: CX Jobs the Hardest to Fill With Digital Pros

Forrester: CX Jobs the Hardest to Fill With Digital Pros

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Digital business teams are growing, but dwindling talent pools slow the pace of hires. Functions hardest hit are customer experience, IT, and business analytics.

Overcome Silos With Integrated Marketing Management

Overcome Silos With Integrated Marketing Management

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Gartner's Kimberly Collins discusses how marketers can create a consistent customer experience.

Future Success Lies in Customer Centricity

Future Success Lies in Customer Centricity

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Organizations that want to thrive long term must focus on the customer, Gartner says.

Sitecore Launches Experience Database

Sitecore Launches Experience Database

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The enhanced data source collects all online and offline experience data from individual customers in real-time, the company claims.

This Is How CX Is Done in Email

This Is How CX Is Done in Email

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When your charter is customer experience, your CX better be spot on—especially when mistakes happen. At CXPA, it is.

Surprise, Delight, Care—Repeat

Surprise, Delight, Care—Repeat

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The path to customer experience is paved with relevant customer interactions.

When Brand and Customer Experience Are One

When Brand and Customer Experience Are One

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Sprint's Bob Johnson discusses the lasting impression of CX and its impact on revenue

Meet a Marketer Who Owns Customer Experience

Meet a Marketer Who Owns Customer Experience

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Chief Experience Officer Alison Circle is using her marketing expertise to transform a 135-year-old institution.

Which Brands Are the Most (and Least) Trusted?

Which Brands Are the Most (and Least) Trusted?

It's been a bad year for TV service providers.

Sprinklr Partners with Thismoment

Sprinklr Partners with Thismoment

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The two plan to provide marketers with tools designed for greater multichannel integration of social campaigns.

MSC Builds a Sturdy Data Exchange

MSC Builds a Sturdy Data Exchange

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MSC uses data to retool its customer experience.

The "Alternative" Customer Experience

The "Alternative" Customer Experience

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Personal, genuine connections can help marketers craft the most intimate and positive customer experiences—and that's what Alternative Apparel is all about.

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