Tag: cxm

August 23, 2023

Let’s say some significant portion of your customers are complaining about the length of the wait at a certain store. Your analysis of the VoC data suggests that the waiting time is the single most important factor resulting in customer […]

January 25, 2023

It’s that time of year when everyone either has New Year’s resolutions or predictions, so I’ll take a swing at the latter. Without further ado, here are a few key trends that I expect we’ll see in 2023, the year […]

November 10, 2022

OSF Digital, a provider of digital transformation service and a Salesforce partner offering consultancy, configuration, design and development, has announced the acquisition of Oegen, a U.K.-based Salesforce consulting firm. Company officials said the acquisition will allow the expansion of a […]

September 23, 2022

Marketing’s role beyond the point of sale is a gray area. While we’d all broadly agree that our job is to create demand by helping businesses recognize they have problems, fewer would agree that keeping new customers happy should be […]

September 8, 2022

Customers are connected on social media and digital channels, empowered and in control. How they talk about a brand and their purchase decisions are shaped by one thing — their experience, which is every interaction they have with the brand. […]

April 14, 2022

Improving diversity, equity and inclusion (DE&I) is a major priority for companies today as they seek to outcompete in the marketplace. As a result, CMOs are spending more on DEI than ever before. But are they spending on the right […]

June 8, 2021

Boomtown, a customer experience management company, has launched their new CXM platform, CXMEngine. CXMEngine connects CRM systems, enabling enterprises to orchestrate customer journeys across existing systems. According to Forrester’s predictions, digital customer service interactions will increase by 40% in 2021. […]

January 29, 2021

What now? Marketing leaders currently face that very question for 2021 marketing strategies after a tumultuous 2020 that saw record layoffs, marketing budget cuts and dramatically-shifting buyer habits. 2020, right? How do marketers respond in 2021 which still, let’s all […]

January 27, 2021

Digital customer experience software providers reported to CMSWire significant growth in their third-party application ecosystems in 2020. No shock there. COVID-19 sent digital adoption into high gear. McKinsey reported in October their companies have accelerated the digitization of their customer […]

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, […]

October 16, 2020

Customer experience practitioners can choose from a wide variety of key performance indicators to determine the success (or lack thereof) of their efforts. So how can they determine which of these measurements are the most useful for their business? Define […]

October 15, 2020

Voice of Customer (VoC) programs have been shown to improve the customer journey when brands use VoC metrics to obtain actionable insights, but only when those insights are used to make positive changes to a product, service, or business. Yet […]

June 29, 2020

COVID-19 has separated the leaders from the laggards when it comes to omnichannel marketing and experiences, according to a report from Gartner. Researchers noted in the April report the world health pandemic has “magnified disparities between omnichannel innovators and those […]

June 4, 2020

Companies like to talk about being customer centric. The trouble is, the majority are doing more talking than listening. If you look at the most successful companies right now — Amazon, Instacart, Netflix — they’re successful in large part because […]

June 3, 2020

The COVID-19 pandemic has caused sharp drops in sales and revenues for many companies, resulting in layoffs and other cost-cutting measures, including reductions to customer experience (CX) budgets. While the most common recommendation is to demonstrate the value of CX […]

June 2, 2020

Here’s a non-shocker: U.S. marketing spend is falling and will continue to do so. And hundreds of thousands of marketers will be out of jobs. US jobless claims passed the 40 million mark last week, after all. Just how bad […]

May 28, 2020

Happy 2nd birthday, GDPR. The European Union’s General Data Protection Regulation’s saw its two-year enforcement anniversary date pass by Monday, May 25. By now we’ve heard about the major fines over the past two years. Now the question is what […]

May 19, 2020

Marketing leaders everywhere have spent the last few weeks taking stock of our “new normal” and what this global pandemic means for their brands. As events are canceled, campaigns get postponed, and much of communication goes digital, we are all […]

May 14, 2020

Open rates on marketing emails rose over the past four weeks as companies lean toward email to connect with customers, a report from HubSpot found. HubSpot, which provides CRM and marketing automation software, has been running numbers on marketing emails […]

May 7, 2020

Marketing technology (martech) will suffer a “short-term hit rather than a long-term death,” according to Scott Brinker, because of the COVID-19 health pandemic. The crisis will inspire martech firms to further embrace digital operations and digital customer experience, strengthen performance […]