Digital is the New Differentiator. Changing buyer preferences, ever-growing competitive threats, and...

Customers expect more from brands when it comes to convenience, resolution times, and agent expertise....

Retailers are rethinking their eCommerce engagement strategy to respond to customers' new shopping behaviors....

Here's how marketers can connect with customers and prospects wherever they are, using smart data management. These...

How can companies maximize their investments and take full advantage of the resources they already have...

There's a new paradox in marketing. We present a vision for how marketing leaders can balance trust and...

Today's digital marketers want to engage customers with offers that are based on deep customer profiles,...

Field service management teams want to keep costs down, while improving their customer service relationships. This...

Business-to-business (B2B) manufacturers today are facing greater demand for frictionless buying experiences....

Electronic signatures have gone mainstream. Research for this report found that the technology is now...

What keeps marketing teams from reaching for the stars and succeeding? Common culprits include a lack...

An easy customer experience is the hallmark of today's most successful support organisations. That's...

Technology enables companies to carry out a vast array of marketing-related tasks more efficiently than...

Utilities leader Nuon (Vattenfall) switched their marketing strategy from channel vision to one-to-one...