2024-04-16 16:23
A longer version of this article previously appeared on contentful.com.
The digital world moves fast. To stay competitive, companies need a proactive approach to digital customer experien… Read More
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2024-04-15 16:22
The Gist
Resolve issues fast. Identifying and addressing misrouted calls enhances customer satisfaction.
Boost rep morale. Proper call routing significantly improves representative satisf… Read More
2024-04-14 16:21
The Gist
Strategic enhancement of data capabilities. Salesforce’s potential acquisition of Informatica is aimed at significantly bolstering its data capabilities, particularly in ar… Read More
2024-04-13 16:17
The Gist
Balance CX and compliance. Striking a balance between customer experience and regulatory compliance is crucial for smooth customer onboarding and maintaining relationships.
Lever… Read More
2024-04-12 16:16
The Gist
Build cross-functional ties. Fostering relationships with go-to-market peers and maintaining open communication are pivotal for aligning marketing with broader business objective… Read More
2024-04-11 16:12
The Gist
Agile teams excel. Embrace agility over size in your marketing team to foster innovation and overcome the limitations of corporate bureaucracy.
Personalize your content. Regularl… Read More
2024-04-10 16:08
The Gist
Leadership shifts. Sitecore appoints Dave O’Flanagan as interim CEO, reflecting fluid leadership in the competitive DXP sector.
Embracing SaaS. The move toward SaaS models… Read More
2024-04-09 15:58
There's a risk that marketing teams might become overly dependent on automated insights, sidelining the human element that often catches what AI cannot.
Continue reading…Source lin… Read More
2024-04-08 15:58
The Gist
AI transparency. YouTube is introducing a content label tool that appears on videos when creators indicate that an AI-enhanced video is being shared.
Creator responsibility. The… Read More
2024-04-07 15:56
The Gist
Personalization pivot. Marketers must adapt to a privacy-first landscape, balancing personalized experiences with increased data privacy demands.
First-party focus. Leveraging fi… Read More
2024-04-06 15:54
The Gist
Reinvent tasks. LLM agents automate processes, analyze data and assist human teams, promising a new era of productivity and business.
Choose frameworks wisely. Single-agent frame… Read More
2024-04-05 15:44
Google parent company Alphabet is in talks to acquire marketing and CRM software provider HubSpot, according to a report today from Reuters.
And if pen’s put to paper on this one, i… Read More
2024-04-04 15:43
The Gist
First impressions matter. Onboarding is crucial for setting the tone of the entire customer experience, influencing feedback, engagement and success.
AI transforms onboarding.&nb……Read More
2024-04-03 15:42
You can’t grow or win without digitally innovating, but only 20% of transformation projects deliver on their promised value. McKinsey offers a slightly better (though still not grea… Read More
2024-04-02 15:41
The Gist
Synergy significance. Enthused team members are more likely to create stronger customer relationships, work harder and volunteer brand-building ideas.
People-first approach. Wh… Read More
2024-04-01 15:39
The Gist
Membership upgrade. A revised Target Circle membership program, featuring a new tier Target Circle 360, puts Target in closer competition with Walmart.
Customer insights. Subs… Read More
2024-03-31 15:37
The Gist
Community bonding. Brands build loyalty and retention by fostering online communities for shared interests.
Customer voice amplified. Online platforms enable direct feedback, sha… Read More
2024-03-30 15:36
The Gist
Unified experiences. Seamless customer journey across all channels ensures consistency with user expectations.
Personalization imperative. Access to comprehensive cus… Read More
2024-03-29 15:34
As one of the largest and fastest-growing fitness center franchises in the U.S., Planet Fitness has a strong commitment to give customers an excellent experience with their service team… Read More
2024-03-28 15:33
The Gist
Change is challenging. Acknowledging the difficulty of altering habitual behaviors is crucial for effective organizational transformation.
Listen, then engage. Training employees… Read More
2024-03-27 15:31
The Gist
Generative AI focus at Adobe Summit. Adobe emphasizes its commitment to generative AI across its product lines during the Adobe Summit Digital Experience Conference, highlig… Read More
2024-03-26 15:30
The Gist
Embrace AI innovation. A customer-centric AI strategy is vital for brands to personalize interactions and meet evolving customer expectations in the digital marketplace.
Prioriti… Read More
2024-03-25 15:28
The Gist
Search shift. The search engines that originally set out to organize the world’s information and make it universally accessible and useful may be drifting into the informat… Read More
2024-03-24 15:27
The Gist
Mutual impact. The interplay between customer experience excellence and service employee engagement is crucial for sustaining business growth and customer satisfac… Read More
2024-03-23 15:25
The Gist
Understand the purpose of a UX audit. Insights gleaned from a UX audit may be necessary to improve the user experience.
Know when to implement an audit. An audit may help id… Read More
2024-03-22 15:24
The Gist
Embrace AI integration. AI is reshaping search engines and user interaction, necessitating adaptive SEO and marketing strategies.
Optimize for intent. Shift focus from keywords t… Read More
2024-03-21 15:22
The Gist
Generative AI revolution. Generative AI is set to transform customer experience by providing personalized responses and enhancing empathy in interactions.
Empathy in CX. Leveragi… Read More
2024-03-20 15:20
The Gist
Market forecast. Gartner predicts a 25% decline in search traffic by 2026 due to AI chatbots.
Web impact. The shift from search to chatbots could lead to a decrease in the import… Read More
2024-03-19 15:19
The Gist
Creativity is learnable. Creativity isn’t just an inherent trait; it’s a skill set that can be developed with the right mindset and tools.
Embrace divergent thinking… Read More
2024-03-18 15:13
The Gist
Embrace influencer collaborations. SXSW Austin experience highlights the power of influencers in creating brand affinity and customer lifetime value. Brands should identify… Read More
2024-03-17 15:11
The Gist
Essential insights. Consumer research offers crucial insights into customer needs, trends and purchasing behavior, guiding effective marketing strategies.
Strategic tools. Techni… Read More
2024-03-16 15:06
The Gist
Customer privacy concerns. Learn why customer privacy is crucial in today’s digital era and how to address concerns.
Handling sensitive data. Businesses need to creat… Read More
2024-03-15 14:58
The Gist
Martech mastery. Expertise unlocks potential. True potential of martech tools is unleashed with deep understanding and specialized skills, beyond just having them.
Data’s d… Read More
2024-03-14 14:52
The Gist
Sam Altman’s bold prediction. Sam Altman, CEO of OpenAI, asserts that artificial general intelligence (AGI) will dramatically transform marketing, with 95% of tasks cu… Read More
2024-03-13 14:19
The Gist
Elevating customer expectations. Today’s customers have significantly higher service expectations, demanding quick and accurate resolutions.
Critical performance metr… Read More
2024-03-12 14:03
Companies have long had the data they need to create hyper-personalized experiences. But it’s been housed in disparate data sets across multiple departments, and marketing didn&rsqu……Read More
2024-03-11 13:54
The Gist
FTC focus. The FTC has begun to outline what constitutes fraudulent AI use and has already addressed an ecommerce case that involved a fraud claim of AI usage.
Risk complexity. T… Read More
2024-03-10 13:38
The Gist
Effective customer satisfaction. Balance actionable insights and engaging experiences for successful surveys.
Strategic design and analysis. Tailor surveys for clear objectives… Read More
2024-03-09 13:22
The Gist
Critical cleanup. Remove outdated content on websites to avoid serious risks or misinformation to those who consume the content.
Junkyard web. The internet’s vast array of… Read More
2024-03-08 13:03
The Gist
Faster launch. Agile development reduces website launch time from six-to-12 months to just two-to-three months.
Enhanced quality. Focus on brand storytelling, professional copywr… Read More
2024-03-07 13:01
The Gist
Core update goals. March 2024 update aims to improve search results, reduce reliance on single signals, and cut low-quality content by 40%.
Spam update focus. New policies target… Read More
2024-03-06 12:56
The Gist
Embrace agility. Adopting an agile approach to customer journeys increases flexibility and reduces risks.
Prioritize personalization. Real-time personalization and data… Read More
2024-03-05 12:55
The Gist
Importance of measurement. Net Promoter Score (NPS) is a critical metric for gauging customer loyalty and satisfaction.
NPS calculation. Companies can calculate NPS by look… Read More
2024-03-04 12:47
The Gist
Customer loyalty matters. Customer retention is crucial for long-term business success, fostering loyalty and consistent revenue.
Strategies for retention. Effective retention st… Read More
2024-03-03 12:43
The Gist
User-friendly CRM. Salesforce leads in user-friendliness with its intuitive design and easy navigation, while Microsoft Dynamics offers familiarity for Microsoft users.
Customiza… Read More
2024-03-02 12:42
The Gist
Powerful welcome. A warm welcome sets the right tone for new community members.
Community strength. A supportive community enhances both CX and EX journeys.
Belonging pays off. A… Read More
2024-03-01 12:37
The Gist
Event highlights. This year’s Mobile World Congress took place in Barcelona from Feb. 26-29.
Humanizing AI. MWC officials highlighted that generative AI is on the ver… Read More
2024-02-29 12:26
The Gist
Market struggles. Brands face challenges with high interest rates and market uncertainty, needing to adapt to consumer demands and lean budgets.
Consumer trends. Techno… Read More
2024-02-28 12:10
The Gist
Evolving roles. CIOs transition from operational managers to strategic partners, aligning technology with business goals.
CEO expectations. Post-pandemic, CIOs face increased exp… Read More
2024-02-27 11:38
The Gist
Automation enhances efficiency. RPA and IPA drive operational efficiencies in customer service, freeing up human agents for complex tasks.
AI and ML transform interactions. Advan… Read More
2024-02-26 11:17
There is not a clear path from NPS to appropriate action and an enhanced bottom line. But there is a way to get there.
Continue reading…Source link Read More
2024-02-25 11:13
The Gist
Embrace core values. Ensure AI trends align with your brand’s core values and mission for genuine representation.
Customer-centric focus. AI implementations should enhance… Read More
2024-02-24 11:11
The Gist
Streamlined workflow. The Gemini YouTube Extension accelerates content planning by providing concise video summaries.
Insightful analysis. Gemini aids in content gap an… Read More
2024-02-23 11:07
The Gist
Umbraco’s momentum. Umbraco saw significant growth in 2023 with new features like Umbraco Commerce and a focus on professional development.
2024 roadmap insights. The Winte… Read More
2024-02-22 10:45
The Gist
Empower voices. Equip your customers to become brand advocates, enhancing organic reach and credibility.
Foster engagement. Build deep connections through personalized experience… Read More
2024-02-21 10:40
The Gist
AI integration. AI in webinars enhances lead generation, improving engagement and content creation for better marketing results.
Webinar value. Research shows 83% of marketers fi… Read More
2024-02-20 10:35
The Gist
Revolutionizing communication. NLU and NLP are transforming business-audience communication by enabling unprecedented personalization and relevance in marketing messages.
Enhanci… Read More
2024-02-19 10:34
The Gist
Customer experience trends. Generative AI is transforming efficiency and storytelling, impacting both consumer engagement and internal workflows.
Engagement and efficiency key. E… Read More
2024-02-18 10:23
The Gist
Digital storefront vitality.Creating a user-friendly and visually appealing website is crucial for making a positive first impression and driving digital marketing strategies.
Co… Read More
2024-02-17 10:13
OpenAI announced an exciting new tool — Sora, an AI model that can generate hyper-realistic video from text.
Sora can create videos up to a minute long featuring highly detail… Read More
2024-02-16 09:43
The Gist
Metrics matter. Customer experience metrics are essential for CMOs to make informed CX investments.
Measure Wisely. Customer experience measurement should connect customer behavi… Read More
2024-02-15 09:42
The Gist
Maintain “unified accountability” for customer outcomes. Although intricate organizational structures may become inevitable, avoiding siloed operations is crucial for… Read More
2024-02-14 09:34
The Gist
Customer-centric growth. Customer experience strategies drive success in composable digital transformation.
Agile innovation ahead. Composable digital transformation fosters rap… Read More
2024-02-13 09:25
The Gist
Customer insight key. Deep customer understanding drives market share.
Behavior analysis essential. Analyzing customer behaviors enhances engagement.
Mixed methods advantage. Int… Read More
2024-02-12 09:24
The Gist
Ads beyond marketing. Super Bowl ads transcend traditional marketing, viewed as entertainment by most U.S. adults.
Cultural impact counts. Iconic ads like Budweiser’s &ldqu……Read More
2024-02-11 09:20
The Gist
Event Analytics. As Super Bowl & Valentine’s campaigns approach, tighter budget scrutiny leads marketers to reassess the value of big event investments.
Data insights… Read More
2024-02-10 09:16
The Gist
Branding strategies explored. Leverage organic growth and brand authenticity for lasting impact in the market.
Brand authenticity matters. Genuine connections between brand and a… Read More
2024-02-09 09:09
The Gist
Strategic shift ahead. Google renames Bard to Gemini, reflecting its AI model integration across services.
Unified branding effort. Consolidation under Gemini aims to streamline… Read More
2024-02-08 09:07
The Gist
AI copyright infringement. Lawsuits highlight the clash between innovation and copyright, urging a legal reevaluation.
AI ethical issues. Scaling personal outreach into spam reve… Read More
2024-02-07 08:55
The Gist
AI integration. AI workplace integration boosts productivity and morale with clear communication and skills training.
Upskilling essential. AI in the contact center requires inve… Read More
2024-02-06 08:54
The Gist
AI in customer experience. Revolutionizes engagement, offering instant, personalized support, transforming expectations and interactions.
AI in customer service. Boosts efficienc… Read More
2024-02-05 08:44
The Gist
What is a CMS. Dives deep into the definition of the content management system.
Modern CMS features. Highlights user-friendliness, responsive design, SEO tools, and AI integratio… Read More
2024-02-04 08:37
The Gist
MACH’s shift to business value. The conversation about composability and headless must be about business value, not geekery. MACH’s evolution highlights a focus on so… Read More
2024-02-03 08:34
The Gist
Brand differentiation matters. True brand differentiation significantly boosts marketing effectiveness in B2B scenarios.
Customer feedback crucial. Differentiated positioning mus… Read More
2024-02-02 08:30
The Gist
Marketing synergy. Marketing and customer experience integration ensures brand consistency, enhancing customer trust and loyalty.
Unified journey. The intersections between marke… Read More
2024-02-01 08:26
The Gist
Narrative control. Empowering customers in the market is key; they’re now active participants in their journey, shaping experiences.
Self-service significance. FAQs and kno… Read More
2024-01-31 08:18
The Gist
Continuous evolution. Website redesign isn’t a one-time event. Embrace continuous improvement and experimentation to enhance user experience and align with evolving brand g… Read More
2024-01-30 08:07
The Gist
Future predictions. The future of generative AI suggests a gradual, yet transformative impact across multiple sectors by 2024.
Risk assessment. Risks of generative AI include pot… Read More
2024-01-29 08:02
The Gist
Diverse media expansion. The evolution of content marketing encompasses a broad range of formats, including video, audio, and interactive media, broadening the ways businesses ca… Read More
2024-01-28 07:39
Editor’s Note: This article has been updated on January 26, 2024 to reflect changes in Gartner’s list.
Online marketing is an essential tool for modern businesses. Marketing a… Read More
2024-01-27 07:35
The Gist
Customer satisfaction strategies. Making priorities real requires action and meaningful progress, not just declarations or plans.
Feedback drives loyalty. Actively seeking and r… Read More
2024-01-26 07:34
The Gist
Embrace the divinely discontented customer. Building products based on understanding your customer’s needs is no longer a competitive advantage. Customer needs are fickle a… Read More
2024-01-25 07:24
The Gist
Mixed reality. Apple’s pricey Vision Pro legitimizes mixed reality, inadvertently boosting Meta’s cheaper, established alternatives.
Ad tracking change. Apple’s… Read More
2024-01-24 07:20
The Gist
Retention impact. Customer retention rate crucially affects brand profitability and repeat purchases, reducing reliance on advertising.
Cost efficiency. Retaining existing custom… Read More
2024-01-23 07:17
The Gist
Generative AI impact. Generative AI will significantly influence digital customer experience trends, integrating into DXP and CMS platforms for enhanced productivity.
Marketing a… Read More
2024-01-22 07:07
The Gist
AI personalization. AI-driven tools enable highly personalized customer journeys, tailoring content and interactions to individual preferences and behaviors.
Generative impact. G… Read More
2024-01-21 07:01
The Gist
Magic Johnson at NRF Big Show. Magic Johnson’s determination in Game 6 of the 1980 NBA Finals exemplifies how attitude and willingness to go the extra mile can lead to succ… Read More
2024-01-20 06:57
The Gist
The tech twins concept. Digital twins simulate real-world scenarios, enabling risk-free testing and decision-making.
Customer experience enhancement. Digital replicas of customer… Read More
2024-01-19 06:55
The Gist
CX and EX. Balancing customer and employee experiences is key to sustainable business growth.
Mindset shift. Successful CX requires an integrated approach encompassing people, pr… Read More
2024-01-18 06:40
The Gist
AI in SEO. Revolutionizes personalization, enhancing user intent understanding beyond mere keywords.
Automation advantage. AI-driven SEO significantly reduces manual tasks, boost… Read More
2024-01-17 06:39
The Gist
Data-driven strategies. Increasing customer experience demands industrialized, accessible data.
AI-powered insights. Generative AI’s rise emphasizes democratizing data for… Read More
2024-01-16 06:35
The Gist
CFO and marketing alignment. Understanding the CFO’s perspective enhances marketing strategies, aligning both for optimal company value creation.
Investment perspective shi… Read More
2024-01-15 06:29
The Gist
Rapid growth achieved. Snapchat+ hits 7 million subscribers, surpassing Instagram and Twitter.
Enhanced user experience. AI features significantly improve Snapchat’s functi… Read More
2024-01-14 06:27
The Gist:
AI revolutionizes relationships. Combining human intuition and AI efficiency helps optimize the customer experience.
The human touch is invaluable. Even with rapid… Read More
2024-01-13 06:24
The Gist:
Align your digital transformation goals. AI integration works best when you know exactly what you’ll be using it for.
Adopt a people-first mindset. Make sure your… Read More
2024-01-12 06:22
The Gist
Minimal impact expected. Google’s policy to retire inactive accounts should minimally affect marketers who maintain regular email engagement.
Compliance made easy. Google a… Read More
2024-01-11 06:03
The Gist
Real-time advantage. Harnessing real-time data enhances customer engagement and responsiveness.
Customer-centric approach. Tailoring strategies to individual needs builds lasting… Read More
2024-01-10 06:02
The Gist
AI in customer experience. AI’s growing role in CX focuses on predictive and responsive services, enhancing customer satisfaction and efficiency.
Personalization at scale… Read More
2024-01-09 06:00
The Gist
Customer journey enhanced. Customer journey orchestration streamlines real-time experiences, fostering continuous engagement.
Engagement levels soar. Customer engagement rises wi… Read More
2024-01-08 06:00
The Gist
Robots and marketing. AI and machine learning are rapidly becoming indispensable tools in marketing, especially in customer engagement and predictive analytics.
SEO + Social Medi… Read More
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